ABOUT US AT HOUNSLOW

We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.
We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

ABOUT THE ROLE

The Tenant Satisfaction Improvement Team plays a vital role in ensuring landlord customer complaints are resolved promptly and in accordance with the statutory obligations set out in the Housing Ombudsman’s Complaints Handling Code.
As a member of this team, you will be responsible for supporting residents throughout the complaints journey, with a particular focus on investigating Stage 2 landlord complaints and Housing Ombudsman enquiries. These cases may relate to Asset Management & Repairs and Housing Management Services.

To be considered for this role you will:

• Have significant experience dealing with a range of complex complaints, with the ability to identify and implement suitable resolutions.
• Have a deep understanding of statutory requirements and relevant legislation, including the Housing Ombudsman’s Complaints Handling Code.
• Be an excellent communicator, both written and verbal, with the ability to present detailed reports to senior management, recommending strategic improvements.
• Possess strong organisational skills and a proactive approach to problem-solving are key, along with the ability to work under pressure and meet tight deadlines