Job Description
Title: Housing Ombudsman Service (HOS) Support Officer
Contract Type: Permanent
Salary: Starting from £29,909 per annum (London salary) or £26,170 per annum (Regional salary)
Grade: 04
Reporting Office: London, Stratford or Manchester, Trafford
Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Working Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pm
Closing Date: 29th May 2026
Interview Dates: To be held w/c 8th June 2026
Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
Please click Role Profile - Housing Ombudsman Service (HOS) Support Officer.docx for the role profile
Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…
Join our Housing Ombudsman Service Team at L&Q:
At L&Q, we’re committed to delivering fair and transparent outcomes for our residents. Reporting to the Housing Ombudsman Service (HOS) Team Leader, you’ll play a vital role in managing and coordinating complaint case histories, drafting clear and comprehensive responses to Ombudsman enquiries, and ensuring every request is tracked and actioned through strong stakeholder engagement.
You’ll be the first point of contact for the Housing Ombudsman, managing correspondence and building trusted relationships. With a solid understanding of legislation and regulatory frameworks, you’ll ensure compliance and auditability across all cases, while confidently reviewing decisions and challenging outcomes where needed.
Are you a detail-driven professional with a passion for fairness and accountability? Do you thrive in a role where diplomacy, stakeholder management, and independent working are key? If so, we’d love for you to bring your expertise to our collaborative and values-led Customer Resolution Team.
If this sounds like you, we would love for you to apply!
Your impact in the role:
- You’ll compile detailed complaint case histories and produce comprehensive, evidence-based responses to Housing Ombudsman requests, ensuring accuracy, clarity, and compliance.
- Deliver high-quality case files that support favourable outcomes for L&Q, mitigating risk and strengthening the organisation’s position in Ombudsman determinations.
- Analyse case data to ensure relevance and accuracy, identifying potential risks and opportunities for service improvement.
- Contribute to the development of the complaints process by monitoring trends, logging insights, and identifying areas for improvement that enhance customer experience and reduce future complaints.
- Collaborate with a wide range of internal and external stakeholders, including customers, to ensure informed, transparent, and effective complaint resolution.
What you'll bring:
- Knowledge of social housing regulations and the Housing Ombudsman Code
- Experience handling complex legal or Ombudsman cases
- Strong organisational skills with the ability to prioritise, track actions, and support team performance
- Excellent written and verbal communication, confident in influencing stakeholders at all levels
- Effective collaboration and delegation across teams and senior colleagues
- Proven ability to analyse data and implement service improvements
- Highly analytical, able to interpret and summarise complex information clearly
- Proficient in Microsoft Office and related IT tools
- Customer-focused with experience in delivering high-quality service
- Experience in coaching or managing complex cases
If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk
About L&Q:
We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.
250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.
People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.
At L&Q, we know that diversity and inclusion make us stronger – and they’re at the heart of everything we do.
When we recruit, we look at what really matters: your skills, experience, and potential. We’re proud to be recognised for creating an inclusive workplace. We’re a Disability Confident Leader (Level 3) and we’ve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair, transparent, and consistent. It’s all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Find out more here.
Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
Click here to find out more about L&Q and why you should join us!
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