Date Posted 18/03/2026
Application Closing Date 07/04/2026 23:59
Hours 36 per week
Salary £38,278 per annum
Location Salford
This role is known internally as “Housing Ombudsman Service Lead”
Everything we do aims to positively impact the lives of our social housing tenants and deliver on what matters to them and their communities. We provide safe, well-maintained, sustainable homes and deliver customer-focused services. ForHousing is a place where everyone can thrive and be themselves.
As part of our Complaints team, you’ll lead and manage our interactions with the Housing Ombudsman Service, acting as our subject matter expert on the Ombudsman process, deadlines, and expectations.
Why ForHousing?
- Best companies 2-star employer – our colleagues rated us an “Outstanding Place to Work”.
- Hybrid working – some of your time can be spent working at home, or you’re free to spend more time in the office if you prefer.
- Agile working – we are outcome driven, so we empower you to do your best work, in the way that works best for you.
- STAR – through our partnership with STAR you can save money on everyday spending and make your money go further with discounts across a wide range of shops and products.
- Smartech – purchase technology or white goods and spread the cost.
- Wellbeing centre – gym discounts, exercise videos, mindfulness tools, nutrition advice, financial advice and more.
- Cycle to work scheme – save up to 40% on bikes and equipment.
- Employee Assistance Programme – access to a 24/7 counselling and support helpline.
What you’ll be doing:
- Leading all interactions with the Housing Ombudsman Service as the primary liaison for enquiries, investigations, and information requests.
- Compiling landlord evidence including policy documents, case notes, correspondence, repairs logs, tenancy data, contractor records, and compensation calculations, and drafting resident-focused responses.
- Briefing senior leaders on risk or high-profile cases and coordinating legal input where required.
- Championing compliance with the Housing Ombudsman Scheme and Complaint Handling Code.
- Maintaining accurate and audit-ready records.
- Researching, sharing, and implementing best practice in complaints and compliance.
- Using Ombudsman publications to identify learning opportunities and liaising with appropriate service areas to ensure changes are identified, actioned, and embedded.
- Leading on learning sessions following Ombudsman determinations.
What we’re looking for:
- A relevant qualification in complaints handling, housing management or regulatory compliance.
- Experience managing complex complaints in a regulated environment.
- Excellent understanding of the Housing Ombudsman scheme and Complaint Handling Code.
- Outstanding written and verbal communications skills.
ForHousing is an equal opportunities employer and welcomes applications from all sections of the community.
If you need any adjustments to be made to our recruitment process, please get in touch with the team on recruitment@forhousing.co.uk
Please note we reserve the right to close this advert early, depending on application volumes.
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