Complaints and Reviews Officer
Braintree District Council
Temporary, Full Time
Up to £33.50 ph (umbrella)
Location: Braintree
Closing Date: 24th November 2025
Essex County Council (ECC) are delighted to be supporting Braintree District Council to recruit a Complaints and Reviews Officer on a 6 week temporary assignment.
We are seeking an experienced individual to join the Housing Operations team for a 6-week temporary assignment (4 or 5 days per week). The role will primarily support the Housing Operations Manager and Head of Service by handling statutory homelessness reviews, member enquiries, and customer complaint responses. This is a hybrid role requiring 1-2 days per week in the office.
Accountabilities
- Homelessness Reviews: Undertake statutory S202 homelessness reviews, ensuring all review decisions comply with legislation and are completed within required timescales.
- Complaints Handling: Draft high-quality responses to customer complaints on behalf of the Head of Service, ensuring clarity, professionalism, and adherence to policy.
- Member Enquiries: Prepare timely and accurate responses to enquiries from elected members and MPs on behalf of the Head of Service, maintaining a professional tone and political awareness.
- Maintain up-to-date knowledge of homelessness law, housing allocations, and related policy developments.
- Identify any procedural improvements or training needs arising from complaints and reviews.
- Work collaboratively with managers and colleagues to ensure consistency and quality in service delivery.
Experience you will bring
- Advanced working knowledge of the current homelessness legislation, policy and practice - particularly Part VII of the Housing Act 1996 and associated case law.
- Experience in drafting statutory homelessness review decisions (S202).
- Strong written communication skills with the ability to produce clear, legally robust, and customer-focused responses.
- Good understanding of housing allocations law and policy and practice.
- Understanding of the wider context of Housing.
- Awareness of local government processes and the political context.
- Ability to analyse complex information and make sound, evidence-based decisions.
- Knowledge of equality and diversity considerations in service delivery.
- Previous experience handling complaints and member enquiries in a housing or local authority setting will be beneficial
Braintree District Council is a great place to work. We pride ourselves on our creative, innovative and forward-thinking approach which is led by our staff. We are committed to having an engaged workforce who understand our strategy and how they can help deliver it.
What should you do next?
If you are interested in finding out more about this role, we would love to hear from you. Please visit our Braintree District Council website or apply using the link below
Please Note–Essex County Council is advertising this role on behalf of Braintree District Council and if successful you will be employed by Braintree District Council
If you have any queries regarding submitting an application or require anything further, please email louise.butler@essex.gov.uk
