Investigator – CLOSED TO APPLICATIONS (CLOSED EARLY) – Housing Ombudsman Careers



Job details

Home-based – all our roles are available office-based, hybrid or home-based



£ 43,771 plus excellent benefits

Closing date:
4 January, 2024 11:45 am


Opportunity to use your proven investigatory, casework and communication skills to make a difference for millions of households.

The Housing Ombudsman Service provides independent, impartial and fair dispute resolution for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.

As an Investigator, based within our dispute resolution function, using attention to detail, logical and inquisitorial thinking, you will assess landlord responses to complaints against policy, procedure, legislation and any relevant good practice and make decisions about the landlord’s handling of the substantive issue of complaint and its complaint handling.

With clear, concise and plain language skills, you will communicate the outcome of decisions, orders and recommendations to all involved parties within an appropriate timescale, ensuring that work is of a high quality and meets our casework standards.

Working as part of a busy team you will use your investigative skills and excellent customer care skills to investigate housing complaints within the jurisdiction of the Housing Ombudsman.

You will define the outstanding issues of complaint and write clear and concise investigation reports. A proportion of our residents are vulnerable and you will be responsible for guiding them through the process.

On completion of the investigation, you will use guidance and insight to make appropriate orders recommendations that put things right for the resident where there has been a failure.

Key requirements for this role include:

  • Knowledge and experience of dispute resolution and complaint handling
  • Experience of working at pace and delivering against set targets and KPI’s
  • Active listening skills
  • Excellent customer service skills – both in written and verbal communication

 An understanding of the role of an ombudsman and/or a regulatory environment will be helpful, as will housing law knowledge, though it is your ability to reach fair findings, at pace, that is essential.

In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35-hour working week.

Roles available on a full-time, compressed hours or a part-time basis.

It’s an exciting time to join us and to contribute your skills to the evolution of our ambitious, influential and growing organisation.

For further details, please download the information pack.

CLOSING DATE: 11.45 on Thursday 4th January 2024 (Closing date brought forward due to volume of applications received).

PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). The role will be closed to new applications immediately if / when we receive 700 applications or at the stated closing date – whichever occurs first. Applications after the role has closed cannot be accepted. We therefore strongly recommend applying as soon as possible.

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

Supporting documents