Housing Ombudsman Officer
A place to make a difference
Location: Peterborough, Hybrid
Salary: £31,956 per annum
Permanent, 35 hours per week, Monday – Friday 9am-5pm
With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.
We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.
If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you at Accent.
Drive high‑quality investigations. Influence meaningful change. Help us put customers at the heart of what we do.
We’re looking for a Housing Ombudsman Coordinator who cares about fairness, quality, and improving customer experience. If you enjoy working with information, value accuracy, and want to play a key role in helping us learn and improve, we’d love to hear from you.
In this role, you’ll oversee and coordinate all information requests from the Housing Ombudsman Service. You’ll bring together evidence, work with colleagues across the organisation, and make sure we provide clear and timely information that reflects how we’ve handled a complaint in line with legislation, regulation, and our own policies.
You’ll also help us understand themes and opportunities for improvement. Your insight will support us to strengthen our services and ensure customers feel heard and supported throughout the process.
To view/download the job description please click here.
Salary
The spot salary for this post is £31,956 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.
About you
The essentials
- Experience working in a regulated environment with understanding of the Ombudsman's code
- Ability to work to set deadlines, prioritise workload and track actions
- An analytical mindset with strong problem solving skills
- Excellent written and verbal communication skills
- Strong internal and external stakeholder engagement at all levels
- Ability to navigate multiple bespoke systems to find information
The desirables
- Social Housing experience
- Experience with the Social Housing Ombudsman
- Experience using an Ombudsman portal to provide updates on cases
- Experience in supporting root cause frameworks
- CIH Level 3 or working towards
The successful applicant will be subject to pre‑employment checks, such as DBS and social media screening, before an offer is confirmed.
Interviews
We want your candidate experience to reflect who we are - a place to grow, a place to thrive, a place to be you.
Stage 1: A Place to Connect
A call with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.
Planned date: 21st April via Teams.
Stage 2: A Place to Show Your Strengths
A role related assessment and behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to complete a Congruity Questionnaire in advance.
Planned date: 27th April at our Peterborough office.
We aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step.
A place to build a future
We’ve got big ambitions and we’re looking for people who want to grow with us. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.
And because we believe great work deserves great rewards, here’s what you can look forward to:
Generous time off – 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
Future-focused benefits – Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
Career development – From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more – we’ll help you grow and succeed.
This is more than a job – it’s a place where you can make an impact, feel valued, and be rewarded for what you do.
We’re Committed to Inclusion
We believe diversity makes us stronger and we’re committed to creating a place where everyone feels valued, respected, and able to thrive.
Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know – we’ll make it happen.
Because this isn’t just a workplace – it’s a place to belong.
Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
If you have any queries about the role, please email: PeopleServices@accentgroup.org
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.
Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.
