Housing Register & Complaints Officer
1 day ago
Chapel End
BBS Recruitment is an independent recruitment agency for transport and logistics sector, supplying to a variety of clients across UK. We are currently recruiting a Housing Register & Complaints Officer for our client based in Waltham Forest. Key Responsibilities for Housing Register & Complaints Officer Assess Housing Register applications and re-registrations, determining eligibility, priority, effective dates, medical needs and housing options. Provide housing advice, homelessness prevention support and guidance on alternative housing options. Allocate Council and Registered Provider properties through Choice Based Lettings, direct matching and other allocation schemes. Verify applicants’ circumstances and assess suitability for permanent, temporary and private rented accommodation. Identify support needs and make referrals to relevant tenancy, social care, health and specialist services. Investigate and resolve complex Stage 2 housing management and landlord complaints, gathering evidence and making fair, evidence-based decisions. Prepare clear and comprehensive complaint responses, addressing issues, findings, remedies and required actions. Liaise with residents, Housing, Assets, Legal Services, Registered Providers, senior managers and external agencies to resolve complex cases. Respond to Housing Ombudsman enquiries and investigations within required timescales. Maintain accurate case records, evidence, correspondence, decisions and audit trails in line with governance and data protection requirements. Manage a complex caseload, prioritising work and meeting statutory, regulatory and service deadlines. Identify recurring issues, service failures and risks, contributing to service improvement and prevention of repeat complaints. Requirements for Housing Register & Complaints Officer Strong knowledge of housing allocations, homelessness, tenancy management and landlord and tenant legislation. Good knowledge of Part VI of the Housing Act 1996 and relevant Housing Allocations Policies and statutory guidance. Knowledge of the Housing Act 1985, Housing Act 1996, Homelessness Reduction Act 2017, Landlord and Tenant Act 1985 and Housing and Regeneration Act 2008. Working knowledge of the Social Housing (Regulation) Act 2023, Regulator of Social Housing Consumer Standards and Housing Ombudsman Complaint Handling Code. Knowledge of the Children Act, Care Act and Welfare Reform Act, particularly their impact on housing needs and vulnerable households. Experience of investigating complex housing complaints and producing clear, evidence-based findings and responses. Excellent analytical, investigative, communication and problem-solving skills, with the ability to interpret legislation and apply policies accurately. Ability to manage complex caseloads, meet deadlines and work effectively with residents, housing providers, legal services, social care, health and other partners. Strong customer service skills and the ability to handle sensitive and contentious cases professionally. Proactive, solutions-focused approach to homelessness prevention, complaint resolution and achieving sustainable housing outcomes