Housing Register & Complaints Officer

BBS Recruitment is an independent recruitment agency for transport and logistics sector, supplying to a variety of clients across UK. We are currently recruiting a Housing Register & Complaints Officer for our client based in Waltham Forest. Key Responsibilities for Housing Register & Complaints Officer * Assess Housing Register applications and re-registrations, determining eligibility, priority, effective dates, medical needs and housing options. * Provide housing advice, homelessness prevention support and guidance on alternative housing options. * Allocate Council and Registered Provider properties through Choice Based Lettings, direct matching and other allocation schemes. * Verify applicants’ circumstances and assess suitability for permanent, temporary and private rented accommodation. * Identify support needs and make referrals to relevant tenancy, social care, health and specialist services. * Investigate and resolve complex Stage 2 housing management and landlord complaints, gathering evidence and making fair, evidence-based decisions. * Prepare clear and comprehensive complaint responses, addressing issues, findings, remedies and required actions. * Liaise with residents, Housing, Assets, Legal Services, Registered Providers, senior managers and external agencies to resolve complex cases. * Respond to Housing Ombudsman enquiries and investigations within required timescales. * Maintain accurate case records, evidence, correspondence, decisions and audit trails in line with governance and data protection requirements. * Manage a complex caseload, prioritising work and meeting statutory, regulatory and service deadlines. * Identify recurring issues, service failures and risks, contributing to service improvement and prevention of repeat complaints. Requirements for Housing Register & Complaints Officer * Strong knowledge of housing allocations, homelessness, tenancy management and landlord and tenant legislation. * Good knowledge of Part VI of the Housing Act 1996 and relevant Housing Allocations Policies and statutory guidance. * Knowledge of the Housing Act 1985, Housing Act 1996, Homelessness Reduction Act 2017, Landlord and Tenant Act 1985 and Housing and Regeneration Act 2008. * Working knowledge of the Social Housing (Regulation) Act 2023, Regulator of Social Housing Consumer Standards and Housing Ombudsman Complaint Handling Code. * Knowledge of the Children Act, Care Act and Welfare Reform Act, particularly their impact on housing needs and vulnerable households. * Experience of investigating complex housing complaints and producing clear, evidence-based findings and responses. * Excellent analytical, investigative, communication and problem-solving skills, with the ability to interpret legislation and apply policies accurately. * Ability to manage complex caseloads, meet deadlines and work effectively with residents, housing providers, legal services, social care, health and other partners. * Strong customer service skills and the ability to handle sensitive and contentious cases professionally. * Proactive, solutions-focused approach to homelessness prevention, complaint resolution and achieving sustainable housing outcomes