Location: Hybrid - Linked to London – Greater London House
London - £103,846 - £129,808 plus £5,000 car allowance per annum
National - £91,696 - £114,620 plus £5,000 car allowance per annum
Hours: 36 hours per week – flexible options considered
Contract Type: Permanent
This is a great opportunity to join our team, Employer of the Year Housing Heroes awards 2025 and Winner 2026 Inspiring Places to Work™ UK & Ireland
As our Head of Complaints, you’ll lead the way in ensuring residents receive fair, timely and empathetic resolutions, while creating a culture at Clarion Housing where complaints are valued as an important opportunity to listen and improve.
You’ll use resident feedback and complaints insight to identify themes, tackle the root causes of recurring issues and drive measurable improvements across our services. Working across operational teams, contractors and senior leaders, you’ll embed learning, strengthen accountability and help build greater trust with our residents.
This is a highly influential role where you’ll have the opportunity to shape not only how we respond when things go wrong, but how we learn from those experiences to make things better for our residents.
You’ll provide strategic leadership for our complaints function, lead and develop a high-performing team, and work across the organisation to turn resident feedback and complaints insight into meaningful service improvement.
We are seeking a leader with a strong understanding and background in social housing with a proven experience of leading complaint handling in a regulated environment including complex casework, Ombudsman engagement and governance reporting.
As Head of Complaints, you will:
- Provide strategic leadership for the complaints function, translating organisational strategy into clear priorities and plans that deliver improved outcomes for residents and support Clarion’s wider objectives.
- Lead operational performance, setting clear objectives and standards, monitoring performance and ensuring the function consistently delivers high-quality, timely and effective complaint resolution.
- Champion the resident voice, working with residents and colleagues to understand their experiences, identify what matters most and ensure feedback influences service delivery and decision-making.
- Turn insight into improvement, using complaints data, performance information and emerging trends to identify root causes, reduce repeat failures and make clear, actionable recommendations for service improvement.
- Build strong partnerships across the organisation, influencing and working collaboratively with operational teams, contractors, senior leaders and other stakeholders to resolve complex issues and embed learning.
- Ensure effective governance and compliance, maintaining robust policies and processes and ensuring complaint handling meets relevant regulatory requirements, internal standards and organisational policies.
- Lead, develop and empower colleagues, creating a high-performing and accountable culture, identifying development needs and providing coaching and expertise that builds capability both within the team and across the wider organisation.
- Manage resources effectively, including budgets and key performance measures, ensuring resources are aligned to priorities, and the function delivers against its business and financial objectives.
Please review the full role profile Head of Complaints and link below before applying.
Behaviours & Mandatory Accountabilities OD level 1 and 2
Salaries are just the starting point. Here at Clarion, we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more here
To find out more about who we are and what we do, please click here
Closing Date: Monday 12th October 2026 at midnight.
This is a hybrid role with a base location at our offices in London. Candidates will be expected to work from the office at least 2 days per week.
Occasional travel may be required.
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You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
Act now – apply today! This vacancy may close early without notice.
Skills Required
- Strong understanding and background in social housing
- Proven experience leading complaint handling in a regulated environment
- Experience managing complex casework
- Experience engaging with the Ombudsman
- Experience producing governance reporting
- Must be eligible to work in the UK
- Must reside in England or Wales for the duration of employment
What We Do
We are Clarion - the country’s largest housing association, We provide a home to 350,000 people nationwide. We build more than 2,000 new homes a year and through Clarion Futures (our charitable foundation) we provide opportunities for our residents to thrive – supporting people into work, improving neighbourhoods and focusing on sustainability. We exist because there is a housing crisis in our country. There simply aren’t enough affordable and suitable places for people to live. You might have experienced this yourself, or have friends and family who have. We believe having a home to call your own is fundamental to being able to access the right opportunities in life. That is why our mission is to provide homes for those who need them most, We’re all driven by this shared purpose at Clarion. We want to ensure that everyone has the opportunity to build a better future and we’re relentless in pursuing it
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