Complaints Business Partner

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This range is provided by PA Housing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Salary: £43,165 per annum, rising to £45,000 after probation

Location: Hybrid - Case House, Surrey or Bede Island, Leicester

Employment type: Permanent

Are you passionate about making a real difference for residents and driving meaningful organisational change?

We're looking for a Complaints Business Partner (CBP) to drive organisational learning through complaints, managing our most complex cases and embedding processes and capabilities across teams to ensure insights inform strategy and improve resident outcomes.

This is your chance to be at the heart of transformation. As a trusted partner to senior leaders, you’ll make sure lessons from complaints drive better services, stronger accountability, and a culture of transparency. You won’t just be handling individual cases; you’ll be shaping strategy, influencing decision-makers, and delivering improvements that matter.

What’s in it for you…

In addition to the salary, we offer a number of benefits, including:

• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays – take them when it suits you
• Car leasing scheme
• Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine‑day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing…

• Leading organisational oversight of cross‑cutting and high‑risk complaints, ensuring fair outcomes for residents and learning for the business.
• Spotting themes and root causes across services and turning them into clear improvement plans.
• Partnering with senior managers to challenge constructively and embed a culture of accountability.
• Analysing complaints data and Ombudsman findings to inform executive decision‑making and governance boards.
• Making sure we meet our obligations under the Housing Ombudsman’s Complaint Handling Code and other frameworks.

What we’re looking for:

• Degree‑level qualification or equivalent experience (minimum 3 years, to include time in post at a senior officer or equivalent level) in housing, regulation, business improvement, or complaints.
• Strong experience handling complex complaints in regulated sectors (social housing/public services ideal).
• Confident working with senior stakeholders, influencing change, and constructively challenging the status quo.
• Skilled at root cause analysis, performance reporting, and turning insight into action.
• Knowledge of the Housing Ombudsman’s role and regulatory expectations.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.

To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk.

We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.

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