Housing Compliant and Resolution Officer

Are you passionate about delivering fair outcomes, improving services, and making a real difference for tenants?

We are creating a new Housing Complaints & Resolutions Team as part of our commitment to delivering excellent, fair and transparent services for our residents. This is an exciting opportunity to join a newly formed team with a clear purpose: to put residents at the heart of complaint handling, rebuild trust, and use learning to drive lasting service improvement across housing.

You will be responsible for providing residents with a clear, consistent and empathetic experience ensuring that complaints are handled fairly, thoroughly and in line with the Housing Ombudsman’s Complaint Handling Code. Acting as a single point of accountability for formal housing complaints you will be responsible for identifying root causes to drive improvement.

Our Complaints & Resolutions Team will be built on a customer-first, learning-led approach. We believe:

Every resident deserves to feel heard, respected and treated with empathy
Complaints should be resolved as early as possible, but never rushed or dismissed
Clear communication, ownership and follow-through matter
Good complaint handling improves services for everyone, not just the complainant
Learning from complaints should lead to real, visible change

You will work closely with housing services, tenant engagement colleagues, and senior leaders to ensure feedback is translated into action.

To thrive in this role, it is essential that you bring a blend of empathy, resilience, and analytical thinking. You will need to be confident communicating with a wide range of people, skilled at managing conflict, and committed to delivering fair outcomes, along with having:

Excellent interpersonal skills, with the ability to influence and negotiate.
Strong written and verbal communication skills.
Knowledge of complaints handling best practice in the social housing sector, including the Housing Ombudsman’s and Local Government Ombudsman’s complaint handling codes.
Strong attention to detail and ability to manage competing priorities.
Proficiency in Microsoft Office and case management systems
Willingness to travel occasionally for meetings or customer visits.

If you’re committed to fairness, passionate about improving services, and ready to make a positive impact for tenants, we would love to hear from you.

Click to view a Job Description

For an informal discussion about the role please contact Danny Regan, Housing Performance & Improvement Manager on 01233 330372

When applying please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email recruitment@ashford.gov.uk

Hybrid Working - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working. Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.

With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide

We welcome applications form the Armed Forces Community