Housing Landlord Complaints Investigator

Organisation: London Borough of Waltham Forest 

Salary: PO6 £52,584 - £55,620

Contract Type: Full-time, permanent 

Working hours per week: 36 

Application Deadline: 16/01/2026

Reference: 1843

About Us:  

Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.  

We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents.  

London Borough of Waltham Forest is one of the Mayor of London's Good Work Standard employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment.  

About the role:  

We are seeking a skilled and empathetic Housing Landlord Complaints Investigator to lead on Stage 2 complaint investigations within our Housing Management and Assets service. This role will also lead relationship management and liaison with the Housing Ombudsman Service and provide insight to the senior management team and service leads to help drive continuous improvement.  

>> Click here to download the Role Profile

Key Responsibilities:  

Investigate and resolve Stage 2 housing complaints in line with the council's policy and the Housing Ombudsman's Complaint Handling Code. 

Liaise with residents to understand their complaint and desired outcome, taking into