Complaints Review Officer

Job Details

London Borough of Tower Hamlets are looking for an Complaints Review Officer to Create great homes, great services and great communities through ensuring compliance with the Consumer Standards.


  • Support the Council to meet performance targets and regulatory requirements through proactively monitoring and reporting on performance and compliance with the Housing Ombudsman Code
  • Lead on investigating and responding to complex cases, including Stage 2 complaints, high profile ME’s and ombudsman cases
  • Reduce the proportion of case escalations by ensuring committed actions are accurately recorded and proactively monitored to make certain actions are completed.
  • Maintain effective oversight of corrective actions and ensure residents are kept informed and corrective actions are delivered in line with agreed timelines
  • Draft high-quality responses for Stage 2 complaints and work with respective directors to meet statutory timelines.
  • Work with relevant services to ensure orders from the Housing Ombudsman are actioned in a timely manner and evidence is provided where required. This includes processing of compensation payments in line with the Council’s financial regulations
  • Provide guidance to staff in reaching early settlement and applying guidance for the payment of compensation
  • Audit the use of complaints and member enquires systems to ensure staff are complying with current procedures and provide feedback to managers to assist with staff performance management
  • Provide accurate and timely reports and briefings concerning complaints, members enquires and Freedom of Information requests, in a format that is easy to use and assists managers to manage service performance
  • Work with the Customer Relations Manager and service lead officers to identify lessons learnt and embed learning into policies and procedures

Payrate: £30.81 umbrella