Housing Complaints Response Officer (Ref: POS013699)

Hours and Pay

Salary £33,119 - £35,570 per annum (pro rata) Salary Band £30,001 to £40,000 Post Type Permanent Hours Per Week Part time

Job and Application details

Categories Housing

Directorate N/A Published Date 09/09/2026 Closing Date 27/09/2026

We are looking to recruit an experienced housing qualified with experience of dealing with the public, housing complaints and enquiries.

As a team we are dedicated to ensuring that we are resident focused and responsive to local needs. We are continuously looking to improve, developing and delivering services with a wide range of partners to successfully balance social and commercially-driven expectations to create vibrant communities and neighbourhoods.

You will support us to deliver an effective complaints service. This will include ensuring that we meet regulatory compliance and carrying out in-depth investigations and responses, whilst making recommendations for service improvements. You will be expected to provide outstanding service that demonstrates corporate values, meets performance targets and improves the customer journey.

This is a 22.5 hr post which will require the working hours being spread over a minimum of 4 days per week. For example this could be Monday to Friday 10am to 3pm, or Tuesday to Friday 8:30am to 3pm.

There will be a requirement to be office based for the first 3 months induction and training. Following this, the role is blended so a mix of home working and office based working would be available subject to service needs.





Benefits The rewards for working at Darlington Borough Council go beyond the salary you will receive; we have numerous additional benefits such as:

- 32 days Annual Leave, plus Bank Holidays, with option to purchase additional Annual Leave (pro-rata for part time working)
- Access to the Local Government Pension Scheme with option to make Additional Voluntary Contributions
- Flexi-time scheme
- Flexible working
- Generous Maternity, Paternity and Adoption Leave schemes
- Staff equality forums
- Green Car Leasing Scheme
- Access to a wide range of training, learning and development
- Physiotherapy service
- Confidential counselling service
- Great wellbeing offer
- Cycle to Work Scheme
- Dolphin Centre Fit for Life Discounts
- Local and National retailer discounts
- Vivup employee benefit app and Lifestyle Savings
- Arriva Employee Travel Club

For the full range of benefits we offer, please see our Why work for us internet page, which also includes our Total Reward Booklet and Employee Benefit Video. https://www.darlington.gov.uk/jobs-and-careers/why-work-for-us/

Find out further information about us and what it’s like to work for our great team by visiting the Jobs and Careers home page.

https://www.darlington.gov.uk/jobs-and-careers/

General Information For Applicants For detailed information about this role,



please refer to the and Person Specification within the Vacancy Information document. For an informal discussion, please contact Amy Harden on 01325 406929 or email [email protected] or Cheryl Williams on 01325 405921 or email [email protected].

If you have any further questions regarding applying for this role or the questions and required fields within the application form, please contact the HR Support team on 01325 403217 or [email protected].

If you are experiencing problems with the NE Jobs website, such as logging in, saving pages, on account queries please fill out the form within the link below.

https://www.northeastjobs.org.uk/contactus

All applicant email correspondence will come from [email protected] and may be directed to your Junk folder depending on the settings of your email account. Please check both your email and Junk folder as all applicants will be notified whether they have been shortlisted.

You must ensure that anything submitted in your application is factually accurate. Plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own. Whilst we accept candidates may use AI tools within job applications; submissions must be truthful and relevant to your own experience.

We are an equal opportunities' employer. We welcome applicants from all sections of the community. We aim to interview any applicant who declares a disability and meets the minimum criteria for the job.

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