Independent Reviewer of service complaints

Job Reference: IRSC2020

Location: Canary Wharf, London
Salary: £437.50 per day - up to 10 days a year

Independent Reviewer of service complaints  

Canary Wharf, London 

The Ombudsman is committed to continuously monitoring and improving our performance. To support this, we are seeking to appoint our first Independent Reviewer of complaints against our service.   

The role of the Housing Ombudsman is to:  

  • resolve disputes involving members of the Scheme, including making awards of compensation or other remedies when appropriate, as well as to  
  • support effective landlord-tenant dispute resolution by others.  

The service is independent and impartial.   

The Ombudsman operates a two-stage process for complaints against the service. The Independent Reviewer will consider a sample of service complaints and how effectively they were handled, including timeliness and responsiveness. Where complaint handling standards are not met the Independent Reviewer will be able to make recommendations to the Senior Leadership Team for improved practice.  Their reports will be published on the Ombudsman’s website and summarised in our Annual Report and Accounts.    

The successful candidate will possess:  

  • An understanding of the role of an Ombudsman; 
  • The ability to understand and interpret sensitive information and apply appropriate levels of confidentiality; 
  • Strong report writing skills; and 
  • Experience of, and commitment to, improving customer service in the public sector. 

The role will likely require up to 10 days per annum, for which the Independent Reviewer will be paid £437.50 per day. They will be appointed on a 3-year fixed term contract. Reasonable travel and subsistence costs will be reimbursed in line with the Housing Ombudsman Service’s travel and subsistence policy.    

Closing date for applications:Midnight on Sunday6th December 2020. 

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace. 

Job Profile

For more information about the role please download the Candidate Pack.


Closing Date: 6 December 2020, 11:59 pm

The Housing Ombudsman is committed to Equality Diversity and Inclusion in all that we do.

CV and Supporting Statement Application and Diversity Monitoring

  • Job Details

  • Personal Details

  • Contact Details

  • Application

  • We recommend that your covering letter / supporting statement is in the region of two sides of A4.
  • Diversity Monitoring

  • The Housing Ombudsman Service is committed to equality and diversity in its workforce and is required to collect details about an applicant’s/employees age, gender, ethnicity, religious beliefs and disabilities. This is to ensure the Company meets its statutory requirements and to encourage the recruitment of a diverse workforce that represents the communities they serve. This information is collected to fulfil that obligation.

    No applicants/employees will be discriminated against on the grounds of colour, race, ethnic origin, age, disability, gender, sexual orientation, marital status, religion or belief.

    Where adjustments are needed to improve current policies and procedures, the data will be used as part of statistical considerations for monitoring, planning and development purposes. The data will also enable HOS to monitor, year on year, the progress of various diversity groups through their careers and understand whether everyone has the same opportunities open to them.

    The information on this form is strictly confidential and access to any related files will be compliant with the Data Protection Act 1998. Data provided will not be disclosed to anyone involved in the selection process.

    You are not required to provide this information. However, please do inform us that you have decided not to participate so that we stop seeking updates from you in future.

  • Disability

    The Equality Act 2010 defines a disabled person as someone with a physical or mental impairment, which has a substantial and long-term adverse effect on the person's ability to carry out normal day-to-day activities.

    The Equality Act lists a number of major categories including hearing, sight and mobility. Other conditions such as Repetitive Strain Injury, Diabetes, Epilepsy, Cystic Fibrosis, Chronic Fatigue Syndrome, Colour Blindness, Dyslexia (difficulty with reading or writing words) and Dyscalculia (difficulty with comprehending numbers or producing quantitative and spatial information) may also be classed as disabilities. Remember a disability can be visible or hidden.

  • Gender

  • Age

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  • Sexual Orientation

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  • Ethnicity

    Please state which group you most identify with and tick one box in section A, and one box in section B.
  • By submitting your application, you are consenting to the use of your personal data by the Housing Ombudsman Service for the purposes of recruitment services, to provide you with information and contacting you about your job application. We will also share the information that you provide with our recruitment partners CJA Group Ltd solely for the purposes set out above. In line with Civil Service Commissioners’ requirements, we will retain your application details for a period of two years.

  • Should you have any queries regarding the use of your personal data, please contact CJA