Salary: £30,000 per annum for full time. £21,428.57 per annum for part time.
Location: Hybrid; with minimum one day a week in our Dorchester office
Hours: Either full time (35 hours) or part time (minimum 25 hours; 5 hours per day Monday to Friday)
About us
Hastoe owns and manages more than 7,500 homes across the south of England from Devon to Norfolk. We are a social housing landlord and England’s leading rural housing specialist. We deliver small housing developments in partnership with local communities although for historic reasons, we also own some housing in urban areas.
We are passionate about providing a first-class service for our customers. If you are enthusiastic, customer-focused, and passionate about making a difference to people’s lives, then we want to hear from you.
About the role
Are you passionate about delivering excellent customer service and ensuring fair outcomes for residents? We’re looking for a proactive and organised Complaints Officer to join our team, providing vital administrative and case management support across our East and West regions.
In this role, you’ll work closely with colleagues in Property Services, Customer Services, and Housing teams to ensure complaints are handled efficiently, empathetically, and in line with Hastoe’s policies and the Housing Ombudsman’s Complaint Handling Code.
You’ll be responsible for:
- Coordinating the end-to-end complaints process, ensuring timely updates and accurate records in the Housing Management System.
- Liaising with contractors and internal teams to gather evidence, request progress reports, and review responses to service failures.
- Monitoring and responding to complaint-related communications via email and task management systems, ensuring prompt follow-up and resolution.
- Reviewing compensation and remedy requests, processing related documentation, purchase orders, and invoices in line with Hastoe’s guidance and policy.
- Producing fair, clear, and policy-compliant complaint responses, contributing to learning and service improvement.
This is a key role in ensuring our complaints process is not only compliant but also compassionate and customer focused. You’ll need excellent organisational skills, attention to detail, and the ability to communicate confidently and professionally with a range of stakeholders.
About you
Our ideal Complaints Officer will have:
- Experience of working in a busy, customer-facing environment.
- An empathetic touch and ability to offer solutions to problems.
- Assertive where necessary, saying “no” where appropriate, whilst remaining sensitive and calm.
- Ability to provide excellent services with a quick turnaround.
- Excellent IT skills with the aptitude to use specialist software (training provided).
Read more detail in the Job Description
Benefits provided
Annual Leave: Starting at 24 days, plus bank holidays, plus 1.5 days complimentary leave, along with the option to purchase additional leave.
Enhanced Pension: Hastoe's employer contributions start at 5% and are based on matching of your own contribution level, plus 2%, up to a maximum of 8% employer contribution.
See the full list of benefits you'll receive as a Hastoe employee
A personal note from Alex Turton, your hiring manager:
“We’re looking for someone who is organised, detail-oriented, and committed to supporting fair and timely complaint resolution. This role is central to ensuring our complaints process runs smoothly, so we need someone who can manage multiple tasks, prioritise effectively, and remain calm under pressure - especially when dealing with sensitive or complex cases.
A proactive approach to problem-solving and a strong sense of accountability are key, particularly when reviewing service failures or follow up actions.
At Hastoe, we pride ourselves on being a supportive and collaborative team. We value people who bring a positive attitude and are willing to learn and grow with us. In this role, you’ll have the opportunity to work closely with colleagues across different teams, making it a great opportunity for someone who enjoys variety and building strong working relationships.
If you’re someone who takes pride in their work, loves being part of a team, and wants to contribute to a company that makes a real difference to people’s lives, we’d love to welcome you to Hastoe!”
How to apply
Please send your CV to recruitment@hastoe.com by midnight on 19 March 2026.
We will be conducting interviews as the recruitment progresses and may close the vacancy early. We recommend applying early.
If you would like to find out more about the role please contact Alex Turton at aturton@hastoe.com or for enquiries about the application process please contact the HR Team at recruitment@hastoe.com.
This post is subject to background checks.
