Housing Ombudsman Caseworker

Job description

Contract Terms

Grade: SO1
Salary: £38,256 – £39,276 per annum
Location: Broadwater Farm Community Centre (On-site)
Contract Type: Full Time, Permanent (36 Hours per week)
Closing Date: Sunday 15th March 2026
Interview Date: w/c 23rd March 2026 (TBC)

About Haringey

Haringey is a fantastic place to live and work – the world in one borough. A place brimming with creativity, personality, radicalism, and community. It is a place where we stand up for each other. A place that is proudly distinctive. We’ll be celebrating all this and more as the “rebel borough” when we are the 2027 London Borough of Culture.

Our history champions change-makers and everyday rebels; revelling in our differences, battling discrimination, championing equality, and doing things our own way. Haringey’s people are a huge asset, with knowledge, expertise, and passion. Our staff members embody our organisational values: Caring, Creative, Courageous, Collaborative and Community-focused. These values keep us looking forward, ambitious for the future, and continuously striving to do our very best for all of our residents.

About the Role

Are you passionate about delivering excellent customer service and ensuring fair outcomes for residents? Do you thrive in a fast-paced environment where attention to detail and collaboration are key? If so, we want to hear from you.

We’re looking for a Housing Ombudsman Case Worker to join our dynamic team within Haringey Repairs Service (HRS). This is a vital role focused on managing Housing Ombudsman (HO) casework, ensuring compliance with determinations, and driving service improvements through data and feedback.

Responsible for administering and managing Housing Ombudsman casework, ensuring all responses are timely and compliant with regulatory standards. This includes coordinating with internal teams to implement decisions and remedial actions, maintaining accurate records via the HRS Ombudsman tracker, and investigating complaints, feedback, and enquiries from residents and stakeholders. Proactively escalates concerns where timescales may be at risk, while analysing performance data to identify trends and support continuous service improvement. Committed to promoting resident involvement in shaping and monitoring services to enhance transparency and accountability.

About the Team

The Responsive Repairs team is dedicated to exceeding performance expectations to ensure our customers receive the best possible experience. We foster a strong team spirit built on trust, a shared vision, and a clear sense of purpose. Together, we work hard, share laughter, and learn from one another every day. We prioritise developing potential, celebrating successes, and encouraging involvement at all levels. Ideas are welcomed, shared, and transformed into actionable outcomes, creating a dynamic and engaging workplace.

About You

•    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).

Working for Haringey

At Haringey Council we are committed to creating a workplace culture where all our people feel valued, included, and able to be their best at work, and we recognise the benefits of a diverse workforce so welcome applications from all ethnicities and communities so that we continue to make a difference to our residents and community.

Our benefits package includes a leave entitlement up to 31 days + bank holidays, potential hybrid working opportunities, health and well-being support, a generous local government pension scheme and a range of discount schemes across leisure and culture that provide both financial and money-saving discounts.

Please note: we reserve the right to end this advert before the noted deadline if we receive sufficient applications. If you wish to apply for this role, please ensure that you do so as soon as possible.

Additionally, we are aware that automated emails may be diverted through to junk email folders. Please continue to check these through the application process. If you have any questions about the status of your application, please contact ResourcingHub@haringey.gov.uk.