Housing Ombudsman Caseworker

• Administering and managing Housing Ombudsman casework, ensuring all responses are timely and compliant with regulatory standards
• Coordinating with internal teams to implement decisions and remedial actions
• Maintaining accurate records via the HRS Ombudsman tracker
• Investigating complaints, feedback, and enquiries from residents and stakeholders
• Proactively escalating concerns where timescales may be at risk
• Analysing performance data to identify trends and support continuous service improvement
• Promoting resident involvement in shaping and monitoring services to enhance transparency and accountability

• Proven experience managing complex workloads and meeting performance targets
• Strong background in complaint handling, ideally with Housing Ombudsman casework
• Excellent communication skills—both written and verbal
• Ability to work independently and collaboratively across teams
• Strong understanding of data protection, FOI, and customer service best practices
• Experience in public sector housing (desirable)

Experience in public sector housing

• Leave entitlement up to 31 days + bank holidays
• Potential hybrid working opportunities
• Health and well-being support
• Generous local government pension scheme
• Range of discount schemes across leisure and culture that provide both financial and money-saving discounts