Construction Jobs
Head of Complaints
- Salary: £399 - £642 per annum
- Type: Full Time
- Region: UK - London
- Town/City: Camden, London
- Posted: 07/10/2026
- Reference: chhoc_1791379522
APPLY Job Description
Head of Complaints - London
London: £399 - £499 PAYE or £513 - £642 Umbrella
National: £352 - 440 PAYE or £453 - £566 Umbrella
The Head of Complaints will lead the organisation's complaint's function, ensuring residents receive fair, timely, empathetic and effective resolution when things go wrong. The role will provide strategic leadership across complaint handling, customer resolution, learning and service improvement in a large, complex housing association. A central focus of the role is to use complaints as a powerful source of insight to drive measurable improvements in services, reduce repeat failures, strengthen resident trust and improve organisational accountability. The role will champion a positive complaints culture, ensuring compliance with regulatory expectations while embedding learning across operational teams, contractors and senior leadership forums.
Candidates must have senior housing association complaints experience - please do not submit candidates without this. An individual with the gravitas for internal senior stakeholder engagement, able to produce board and committee papers, deal with direct MP & Ombudsman communication - strong leadership skills. Main areas covered (but not exclusive) repairs, ASB & service charges.
3 direct reports and overall team of 60 - need to be flexible around travel to Camden office for meetings, otherwise wfh. Some weeks could see up to 3 days of meeting attendance.
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