Discover yourself in Lewisham where what you do makes a difference to our vibrant and culturally diverse communities!

We have a rich history of welcoming people from all over the world and are proud to be recognised as the UK’s first Borough of Sanctuary, for our work in championing the rights of refugees and migrants.

Introduction

Lewisham Council is committed to delivering a responsive and resident‑focused Housing service. This role plays a vital part in ensuring complaints, enquiries, and communications are handled effectively, resolving issues quickly and improving outcomes for residents.

What’s the role? …

To support the Housing Complaints and Feedback Manager in delivering an effective, responsive, and customer‑focused complaints service across the Housing Directorate, enhancing resident satisfaction. The role is responsible for managing communications, enquiries, and complaints, and for investigating and resolving complex and sensitive cases to achieve timely outcomes and prevent unnecessary escalation through the complaints process.

What’s in it for you?

Excellent training and development opportunities, plus a range of benefits including:

Generous holiday allowance
Local Government Pension scheme
Flexible working and family friendly policies
Season ticket and bicycle loans
A range of staff discounts including local subsidised gym memberships
Supportive staff networks

What we’re looking for:

We’re looking for someone who brings strong knowledge and confidence in housing complaints work, including:

A sound understanding of local authority housing processes, with awareness of the wider challenges facing local government and the social housing sector.
Proven knowledge of good practice in complaints and enquiries management, including early resolution, customer‑focused responses, and managing complex or sensitive cases.
A strong working knowledge of the Housing Ombudsman Complaint Handling Code, and/or experience of working with or responding to the Local Government and Social Care Ombudsman, including compliance and learning from outcomes.

Location

The job is primarily based in Laurence House, 1 Catford Road, SE6 4RU but we operate a hybrid approach where you will be required to work both in the office and from home on a regular basis.

Special conditions

The recruitment process is anonymous and we don’t accept CV’s.

Applicant handbook- please read the guidance in this handbook when applying. It is essential that you complete the application fully and that your supporting statement covers how you meet each of the person specification criteria listed.

For an informal discussion about this job, please contact Dominique Benjamin Dominique.Benjamin@lewisham.gov.uk

Please click here to view the Job Description and Person Specification

Salary

£40,404 - £41,637 per annum (SO1)

N.B: All appointments will be offered at the minimum spinal column point (SCP) for the grade of the role. The only exception to this will be when matching current salary (up to the maximum of the scale), which is subject to evidential proof.

Diversity

Lewisham Council is a Disability Confident employer. We welcome and encourage job applications of all abilities. If you require any reasonable adjustments in the application or interview, please contact the lead contact on this advert. We will make reasonable adjustments to make sure our disabled applicants and those with health conditions are supported throughout our recruitment process. We support the access to work scheme, further details are available at www.gov.uk/access-to-work/apply

The Council has a dedicated employment support service, Lewisham Works, which offers Lewisham residents guidance in relation to applying for jobs. If you want to join Lewisham Works, please email LewishamWorks@lewisham.gov.uk and an advisor will be in touch with you.

The Council reserves the right to close adverts early if there is a large response.

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