Job Description

Title: Complaints Compliance Officer

Contract Type: 12 month Fixed Term Contract until June 2026

Location: London Stratford - E15 4PH, or Manchester - M16 9HQ

Hours: Full time - 35 hours

Persona: Agile Office based 20-40%

Salary: London weighted starting from 40,649 - Outside London starting from 36,073

Closing date for completed applications: 19th June 2025 at 11.59pm

Interviews will be held via MS Teams between 26th and 27th June 2025.

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.



Complaints Compliance Officer Role Profile.docx

Why choose L&Q?

We offer a competitive annual salary and staff benefits package:

Strong family-friendly policies

Hybrid working Model

Committed Learning & Development

Annual leave starting from 28 days rising to 31 PLUS bank holidays

Excellent Pension Scheme - double contribution up to 6%

Generous non-contributory life assurance

Westfield Health Cash Plan

A dedicated employee benefits/discount portal

An Employee Assistance Programme

Great places to work certified 2024-2025

Best Workplaces for Women

We are looking for an experienced Complaints Compliance Officer to oversee the successful outcomes of the Housing Ombudsman service determinations for L&Q. This role requires a detailed knowledge of complaint legislations and regulation, alongside a thorough understanding of the organisation's corporate strategy and approach to the P49 report.

Reporting to the Head of Operational Support Services, the successful applicants will work alongside the Housing Ombudsman team who gather information together for the Ombudsman. They will also work closely with COG members and Heads of Service within the organisation to ensure successful outcomes.

The main duties are to co-ordinate, manage and monitor the outcomes of housing ombudsman determinations. This requires strong organisational skills in order to co-ordinate and monitor all actions, along with strong stakeholder management skills as you will be required to work closely with a range of colleagues at all levels across the organisation to ensure completion of orders, and to provide assurance back to the Ombudsman. The Complaints Compliance Officers will have the knowledge of the HOS code and L&Q strategy with the confidence to challenge orders where necessary. They will also be an advocate for continuous improvement, and work to identify opportunities for improvements to service in order to support a reduction in complaints.

Key skills:

Excellent grasp and demonstrable experience and understanding of social housing regulations and the ombudsman codes.

Experience managing complex legal and/or ombudsman cases

Excellent organisational skills with ability to prioritise own workload with attention to detail alongside the ability to effectively track actions of colleagues and encourage performance

Exceptional written and verbal communications skills, comfortable engaging with internal & external stakeholders at all levels to influence decisions.

Strong stakeholder skills with the capability to collaborate effectively across teams and delegate responsibilities to both peers and senior colleagues.

Ability to draw on data and identify areas of improvement with a track record of implementing performance enhancing solutions.

Highly analytical with strong organisational and influencing skills, ability to interpret, quantify and summarise information from multiple sources and distinguish key facts, concerns, and issues to deliver feedback.

Strong IT skills, competent in MS packages.

Customer service experience


If you are interested in this role and have the experience required, then apply without delay!

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 28 days holiday rising to 31 days with length of service, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it's feasible then we'll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK's most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 100,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our 250 million L&Q Foundation and our skills academy.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

Complaints Compliance Officer

Location:

London - Stratford or Manchester - Trafford

Posted:

12/06/2025

Closing date:

19/06/2025

Closing time:

23:59