Complaints Manager

Complaints Manager - Residential Management Services

Pinnacle Group is looking for a Complaints Manager to join our Residential Management Services division, leading the Complaints Team and taking responsibility for continuously improving the organisation’s complaints service and learning function. The postholder will ensure that residents receive a fair, timely, empathetic and resolution-focused complaints service that complies with the Housing Ombudsman’s Complaint Handling Code, relevant regulatory requirements and applicable standards across private rented, leasehold and property management services including the Property Ombudsman Code and organisational policies.

The role will act as the organisation’s senior complaints specialist, championing a resident-first culture, using complaints insight to identify root causes, reduce service failure and drive measurable improvements across housing, repairs, neighbourhoods, customer services and contractor-led services. The role will also act as the Ombudsman Liaison and be the lead on Learning and Quality Assurance in relation to complaints.

Our Residential Management Services team oversees large, complex residential developments across the UK. They deliver expert leasehold and block management on behalf of institutional investors, developers, and residents’ management companies.

This is a hybrid role with travel to our Chancery Lane, London office.

Who We Are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time - reflected in the way we care for both our employees and our customers.

Who We’re Looking For

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key Responsibilities Will Include

• Lead and develop a high-performing complaints service that provides consistent, fair and resident-focused outcomes to both social and private rented tenants and leaseholders.
• Provide expert advice and assurance on complaint handling across both social and private housing functions.
• Ensure all complaints are acknowledged, investigated, responded to and resolved within agreed timescales, policy requirements and regulatory standards.
• Act as the organisational lead for complex, sensitive, high-risk and escalated complaints, including cases involving legal, reputational or safeguarding considerations.
• Oversee all interactions with the Housing Ombudsman Service, ensuring accurate evidence, timely submissions and effective implementation of determinations, orders and recommendations.
• Maintain compliance with the Property Ombudsman Code of Practice, the Housing Ombudsman Complaint Handling Code, the Regulator of Social Housing Consumer Standards and internal governance requirements.
• Use complaints data, resident feedback, Ombudsman findings and quality assurance activity to identify root causes, themes, trends, risks and opportunities for service improvement.
• Provide regular performance reports, trend analysis and learning updates to executive leaders, boards, committees, resident panels and operational teams.
• Embed a culture that values complaints as an opportunity to listen, learn and improve services.
• Work collaboratively with service leads, contractors, partners and Clients to ensure agreed remedies, compensation, corrective actions and learning outcomes are delivered.
• Develop and maintain complaints policies, procedures, templates, training materials and quality standards.
• Lead, coach and performance-manage the complaints team, ensuring clear objectives, effective supervision and professional development.
• Promote equality, diversity, inclusion and accessibility in complaint handling, ensuring residents are supported to raise concerns in ways that meet their needs.
• Maintain and develop case management systems for recording complaints.