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Head of Complaints - Social Housing
Interim Contract | Predominantly Remote / London Meetings
We are recruiting an experienced Head of Complaints for a major housing association, providing senior interim leadership to an established complaints and customer resolution function.
Please note: significant senior-level complaints leadership experience within a housing association/social housing environment is essential for this opportunity.
This is a highly visible leadership role with responsibility for a function of circa 60 colleagues, including 3 direct reports.
The successful candidate will provide stability and senior leadership while continuing to embed a recently introduced complaints operating model and management system. The service is operating within a relatively stable environment, making this an opportunity to build on existing progress while further strengthening performance, learning and organisational accountability.
You will lead the organisation's complaints function, ensuring residents receive fair, timely and effective resolution when things go wrong.
A major focus will be ensuring that complaints and resident insight are translated into meaningful service improvement, reducing repeat failures and strengthening organisational accountability.
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Key responsibilities
- Strategic and operational leadership of the complaints and customer resolution function
- Leadership of an established management structure and wider team of circa 60
- Oversight of complex and high-profile complaints across areas including repairs, ASB and service charges
- Ensuring compliance with the Housing Ombudsman Complaint Handling Code and wider regulatory requirements
- Direct engagement and communication with the Housing Ombudsman, MPs and other senior stakeholders
- Producing and presenting high-quality Board, committee and governance papers
- Using complaints data, trends and customer insight to identify and implement service improvements
- Providing senior stakeholders with clear assurance around complaints performance, risks and compliance
- Driving cross-organisational accountability for complaint outcomes and learning
- Supporting the continued embedding of a new complaints operating model and complaints management system.
About you
To be considered, you will need:
- Significant senior complaints leadership experience within a housing association/social housing environment
- Strong knowledge of social housing, resident services and the regulatory environment for registered providers
- Excellent understanding of the Housing Ombudsman Complaint Handling Code
- Proven experience managing complex casework and Ombudsman engagement
- Experience producing governance, Board or committee-level reporting
- Evidence of leading sizeable complaints/customer resolution teams through change and operational complexity
- Strong leadership skills and the gravitas to influence at senior and executive level
- Experience using complaint data and customer insight to deliver measurable improvements
- Excellent written communication skills, including high-profile correspondence, reports and senior briefings
- The ability to operate autonomously and provide immediate leadership in an interim environment.
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Contract and rates
- London:
- £399-£499 per day PAYE
- £513-£642 per day Umbrella
- National:
- £352-£440 per day PAYE
- £453-£566 per day Umbrella
Location: Predominantly home-based, with travel to Camden, London for meetings as required. Candidates must be flexible, as some weeks may require attendance for up to 3 days.
Start: ASAP / ideally by the end of October.
If you are an established senior complaints leader from the housing association/social housing sector and are available for an interim opportunity, we would be very interested in hearing from you.
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