Location: 6 Brixton Hill, London SW2 1RW
Contract: Temporary (12 weeks)
Hours: 35 hours per week
Working Pattern: Hybrid - 2 days office / 3 days remote (subject to service requirements)
Start Date: 20 July 2026
Rate: 216.39 per day
Lambeth Council is looking for an experienced Temporary Accommodation Officer to join our Temporary Accommodation Complaints Team within the Housing Needs Service.
This is an exciting opportunity for a housing professional with strong complaint handling experience to play a key role in delivering high-quality services to residents living in temporary accommodation.
You will be responsible for managing a varied caseload of complaints and enquiries, ensuring timely, accurate and customer-focused responses while working collaboratively with internal teams and external partners. Your work will directly contribute to improving services and supporting some of the borough's most vulnerable residents.
As a Temporary Accommodation Officer within the Complaints Team, you will:
Manage and respond to Members' Enquiries, Stage 1 and Stage 2 Complaints, and Local Government and Social Care Ombudsman (LGSCO) investigations.
Investigate complaints thoroughly, gathering evidence and liaising with internal departments, temporary accommodation providers and external agencies.
Produce clear, accurate and comprehensive written responses within agreed timescales.
Identify service failures and recommend improvements to enhance customer experience.
Monitor complaint trends and provide management information to support service development.
Maintain accurate case records and ensure compliance with data protection and council policies.
Build positive relationships with residents, landlords, managing agents and accommodation providers.
Support the wider Temporary Accommodation Service where required, including issues relating to property standards, tenancy management, anti-social behaviour, and resident welfare.
We're looking for someone who has:
Experience working within temporary accommodation, homelessness or housing services.
Proven experience managing Members' Enquiries, Stage 1 and Stage 2 complaints, and ideally Local Government Ombudsman cases.
Excellent written communication skills with the ability to produce high-quality complaint responses and reports.
A sound understanding of homelessness legislation, housing law and temporary accommodation management.
Experience managing a busy caseload, meeting deadlines and working independently.
Strong investigation, negotiation and problem-solving skills.
Experience working with vulnerable households and delivering excellent customer service.
Confidence building effective relationships with internal stakeholders, landlords, managing agents and accommodation providers.
You will demonstrate:
Knowledge of homelessness legislation, housing law and best practice relating to temporary accommodation.
Understanding of property standards, health and safety requirements and housing regulations.
Experience working with diverse and vulnerable customers.
Experience monitoring performance, managing contracts or working with external providers.
Excellent organisational skills with the ability to prioritise competing demands.
Commitment to equality, diversity and safeguarding.
You'll be joining a committed Housing Service focused on delivering excellent outcomes for residents. This role offers the opportunity to make a real difference by improving services, resolving complex issues and ensuring residents receive a fair, responsive and professional service.
If you're an experienced housing professional with a strong background in complaints handling and a passion for delivering excellent customer service, we'd love to hear from you.
