Tenant Satisfaction Improvement Officer X 2

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 our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community; we have a diverse workforce, and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriven employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.

Our Benefits

If you join us, you’ll have access to a range of employee benefits. Read more about these here.

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.

Key Objectives:

1. Timely Investigations
   Ensure all allocated Stage 2 complaints and Ombudsman cases are thoroughly investigated and responded to within statutory timeframes.

2.Case Coordination
Lead and coordinate case management meetings throughout the complaint lifecycle, ensuring all aspects of the complaint are addressed comprehensively.

3.Resident Engagement
Maintain regular and empathetic communication with residents via telephone, written correspondence, and in-person meetings throughout the complaint process.

1. Action Tracking
   Monitor and track actions arising from complaints, ensuring timely completion by relevant services. Escalate unresolved actions as necessary.

5.Service Improvement
Identify and report lessons learned and service gaps to the Tenancy Satisfaction Improvement Manager to inform continuous improvement.

In addition to casework, you will build strong working relationships with internal and external stakeholders, deliver training and guidance to colleagues, and contribute to a resident-focused service that drives meaningful change in the community.

About The Team You’ll Be Working In

The Tenant Satisfaction Improvement Team is committed to delivering a high-quality complaints service that supports residents and drives continuous improvement across Housing Management and Asset Management & Repairs.

The team’s core aims include:

1.Comprehensive Coordination
Managing 100% of Stage 2 complaints and Housing Ombudsman enquiries across Housing Management and Asset Management & Repairs, ensuring timely collection of investigatory information and delivery of high-quality responses within statutory deadlines.

2.Ombudsman Compliance
Monitoring all Housing Ombudsman Orders, Recommendations, and remedial actions, and ensuring timely confirmation of compliance is submitted to the Ombudsman.

3.Action Plan Oversight
Maintaining and regularly updating the Complaints Action Plan to reflect outcomes and learning from resolved cases.

4.Service Improvement Tracking
Collaborating with Service Leads to monitor progress on service improvement actions arising from complaints, ensuring accountability and follow-through.

This is a dynamic and collaborative team that plays a key role in shaping a responsive and resident-focused housing service.

About You

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.

Strong organisational skills are critical, which will enable you to prioritise tasks effectively, meet deadlines, and handle high-pressure situations. You will also be able to demonstrate high levels of attention to detail, and the ability to handle sensitive information with confidentiality.

Essential for the Role

Basic DBS check is required for the role.

When Interviews Will Be Held And Who To Contact

The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact Michael Tighe, Tenant Satisfaction Improvement Manager, to arrange an informal discussion.

Email: Michael.Tighe@Hounslow.gov.uk

Interviews for this job will be held during week commencing 6th October 2025.

Closing date – 30th September 2025