Head of Complaints

Location: Hybrid - Linked to London – Greater London House

London - £103,846 - £129,808 plus £5,000 car allowance per annum

National - £91,696 - £114,620 plus £5,000 car allowance per annum

Hours: 36 hours per week – flexible options considered                 

Contract Type: Permanent

As our Head of Complaints, you’ll lead the way in ensuring residents receive fair, timely and empathetic resolutions, while creating a culture at Clarion Housing where complaints are valued as an important opportunity to listen and improve.

You’ll use resident feedback and complaints insight to identify themes, tackle the root causes of recurring issues and drive measurable improvements across our services. Working across operational teams, contractors and senior leaders, you’ll embed learning, strengthen accountability and help build greater trust with our residents.

This is a highly influential role where you’ll have the opportunity to shape not only how we respond when things go wrong, but how we learn from those experiences to make things better for our residents.

You’ll provide strategic leadership for our complaints function, lead and develop a high-performing team, and work across the organisation to turn resident feedback and complaints insight into meaningful service improvement.

We are seeking a leader with a strong understanding and background in social housing with a proven experience of leading complaint handling in a regulated environment including complex casework, Ombudsman engagement and governance reporting.

As Head of Complaints, you will:

• Provide strategic leadership for the complaints function, translating organisational strategy into clear priorities and plans that deliver improved outcomes for residents and support Clarion’s wider objectives.

• Lead operational performance, setting clear objectives and standards, monitoring performance and ensuring the function consistently delivers high-quality, timely and effective complaint resolution.

• Champion the resident voice, working with residents and colleagues to understand their experiences, identify what matters most and ensure feedback influences service delivery and decision-making.

• Turn insight into improvement, using complaints data, performance information and emerging trends to identify root causes, reduce repeat failures and make clear, actionable recommendations for service improvement.

• Build strong partnerships across the organisation, influencing and working collaboratively with operational teams, contractors, senior leaders and other stakeholders to resolve complex issues and embed learning.

• Ensure effective governance and compliance, maintaining robust policies and processes and ensuring complaint handling meets relevant regulatory requirements, internal standards and organisational policies.

• Lead, develop and empower colleagues, creating a high-performing and accountable culture, identifying development needs and providing coaching and expertise that builds capability both within the team and across the wider organisation.

• Manage resources effectively, including budgets and key performance measures, ensuring resources are aligned to priorities, and the function delivers against its business and financial objectives.

Please review the full role profile Head of Complaints and link below before applying. 

Behaviours & Mandatory Accountabilities OD level 1 and 2

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