Job Details

Compliance & Investigations Officer

Job Purpose

The Compliance & Investigations Officer will be responsible for undertaking compliance checks, investigating cases, reviewing reports and records, and engaging directly with residents to obtain information and resolve outstanding issues.

The role will involve telephone and written communication with residents, arranging and undertaking appointments and visits where required, gathering and recording evidence, and supporting cases that may progress to enforcement or court proceedings.

The postholder will work independently and collaboratively with relevant internal teams and external stakeholders to ensure investigations are completed accurately, fairly, and within required timescales.

Key Responsibilities

• Review data, reports, records and case information to identify potential compliance issues or areas requiring further investigation.

• Undertake investigations into compliance dates, outstanding actions, breaches and other case-related matters.

• Contact residents by telephone, email and written correspondence to obtain information and clarify circumstances.

• Arrange appointments with residents where face-to-face contact or further investigation is required.

• Undertake visits to residents’ properties or other relevant locations when necessary to progress investigations.

• Conduct fact-finding activities and gather relevant information and supporting evidence.

• Maintain accurate and comprehensive investigation records, ensuring all actions and outcomes are documented.

• Monitor investigation cases and ensure appropriate follow-up action is taken within agreed timescales.

• Identify cases requiring escalation, enforcement or further specialist advice.

• Liaise with internal departments, external agencies and other relevant stakeholders as required.

• Prepare clear and accurate investigation reports, summaries and case documentation.

• Support the preparation of evidence and documentation for potential legal or court proceedings.

• Attend court or other formal proceedings where required as a witness or representative of the organisation.

• Undertake further investigations or visits where requested to support an ongoing case.

• Ensure all information is handled in accordance with relevant confidentiality, data protection and organisational requirements.

• Follow organisational policies, procedures and relevant legislation when conducting investigations.

• Maintain accurate electronic and paper records and update relevant databases and case management systems.

• Prioritise workload effectively and manage multiple investigations simultaneously.

• Identify recurring compliance issues and provide feedback to managers to support service improvement.

• Carry out any other reasonable duties consistent with the responsibilities of the role.

Resident and Stakeholder Contact

The role requires regular communication with residents and other stakeholders. The postholder will need to:

• Build professional and appropriate relationships with residents.

• Explain compliance requirements, investigation processes and required actions clearly.

• Deal sensitively and professionally with potentially difficult or challenging conversations.

• Obtain accurate information through effective questioning and fact-finding.

• Maintain appropriate professional boundaries.

• Handle confidential and potentially sensitive information appropriately.

Investigation & Compliance

The postholder will be expected to:

• Assess information and identify discrepancies or potential non-compliance.

• Conduct structured investigations based on available evidence.

• Verify information through records, telephone contact, correspondence and, where necessary, visits.

• Establish clear timelines and maintain accurate case histories.

• Record findings objectively and distinguish between confirmed facts and information requiring further verification.

• Recommend appropriate next steps based on investigation findings and organisational procedures.

Court & Legal Support

Where required, the postholder may:

• Prepare case information and supporting documentation.

• Assist with compiling evidence for legal or enforcement action.

• Attend court or formal hearings as a witness.

• Provide factual evidence relating to investigations undertaken.

• Undertake additional enquiries or visits to support ongoing legal proceedings.

Travel & Driving

The role may require travel to residents’ homes, offices, court buildings and other locations.

A full UK driving licence and access to a vehicle would be desirable, as the role may involve visits to locations that are difficult to access by public transport. Use of a car is not essential where alternative arrangements can reasonably be made.

Essential Skills and Experience

• Experience of compliance, investigation, casework, enforcement, housing, regulatory or similar work.

• Strong analytical and fact-finding skills.

• Experience reviewing reports, records or data to identify issues.

• Excellent verbal and written communication skills.

• Experience dealing directly with members of the public or residents.

• Ability to conduct professional and sometimes challenging conversations.

• Strong organisational and time-management skills.

• Ability to manage multiple cases and competing priorities.

• Strong attention to detail and accuracy.

• Ability to maintain clear, comprehensive and auditable records.

• Confidence working independently and making appropriate decisions within established procedures.

• Ability to handle confidential information appropriately.

• Good IT skills, including experience using databases, case management systems and Microsoft Office.

Desirable Experience

• Experience within housing, local government, regulatory compliance or enforcement.

• Experience conducting property or resident visits.

• Experience gathering evidence for enforcement or legal proceedings.

• Experience attending court or formal hearings.

• Knowledge of relevant housing, compliance, regulatory or enforcement legislation.

• Experience working with vulnerable residents or sensitive cases.

• Full UK driving licence and access to a vehicle.

Key Competencies

• Investigation and analytical thinking

• Compliance and regulatory awareness

• Evidence gathering

• Resident engagement

• Communication and interpersonal skills

• Problem solving

• Attention to detail

• Case management

• Organisation and prioritisation

• Professional judgement

• Confidentiality and integrity

• Resilience and professionalism

• Teamwork and stakeholder management