Location
Kings Hall Mews, London, Stratford or Manchester, Trafford

Hours
Full Time - 35 hours per week

Salary
Starting from £76,034 per annum (London weighted salary) or £66,380 per annum (Regional salary)

About the Role
Join our Housing Ombudsman Response Service Team at L&Q and play a pivotal role in managing our strategic and operational relationship with the Housing Ombudsman Service (HOS). You will ensure full compliance with the Housing Ombudsman Scheme and Code, while driving improvements in customer service and complaint resolution. This role requires a confident leader with deep knowledge of regulatory frameworks and a passion for service excellence. You will act as the subject matter expert on all Housing Ombudsman matters, providing expert guidance across the organisation and ensuring timely, accurate, and high-quality responses to enquiries, orders, and recommendations.

Collaborating with internal teams and the Housing Ombudsman, you will embed learning from determinations into service delivery to reduce complaints and enhance customer satisfaction. You will manage a team responsible for complex case oversight, regulatory compliance, and data analysis to improve resident outcomes. Additionally, you will lead on challenges and appeals, working closely with legal services and internal stakeholders to ensure a proactive, transparent, and accountable approach to complaint resolution.

Benefits include an excellent pension plan (up to 6% double contribution), 28 days annual leave rising to 31 days with length of service plus 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. Early applications are encouraged as the recruitment process may close earlier than stated.

At L&Q, we are committed to delivering exceptional service to our residents and continuously improving through learning and collaboration. We value diversity and inclusion, and sustainability is at the heart of what we do.

Experience
Extensive experience in leading strategic and operational relationships with regulatory bodies, with a strong understanding of the Housing Ombudsman Scheme and Code. Proven expertise in providing subject matter guidance across complex organisations, ensuring high-quality, timely, and compliant responses to regulatory enquiries and recommendations. Experience managing teams responsible for complex casework, regulatory compliance, and data analysis to inform decision-making and improve resident outcomes. Demonstrated ability to lead challenges and appeals, working closely with legal services and regulatory bodies.

About you
A confident and collaborative leader with excellent analytical, communication, and problem-solving skills. You thrive in a values-led, customer-focused environment and have the ability to influence at all levels and represent the organisation externally. You are committed to continuous improvement, using sector-wide insights and Ombudsman findings to enhance customer service and reduce complaints.

Qualifications
While specific qualifications are not detailed, a strong understanding of regulatory frameworks, leadership experience, and relevant sector knowledge are essential for success in this role.