Salary: £39,360 per annum
Location: Dorchester office
Hours: Full time (35 hours)
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
You will lead the end‑to‑end handling of Stage 1 housing complaints and oversee the triage of complaints by the Customer Services team. You will also manage and develop the Administration Team, supporting key areas including allocations, mutual exchanges, aids and adaptations, post management, and tenancy administration. This role is central to delivering a high‑quality, customer‑focused complaints and housing administration service.
In addition to managing and supporting your team, your duties will include:
- Managing the triage and acknowledgement of complaints.
- Undertaking Stage 1 complaint investigations.
- Monitoring trends through root‑cause analysis and supporting improvements.
- Producing regular complaint performance reports and briefings for senior managers.
- Overseeing key areas of administration such as allocations, mutual exchanges, aids and adaptations, tenancy changes, CRM updates, post and document management.
- Maintaining and improving administrative and complaints processes, templates, scripts and quality standards.
- Supporting engagement with the Housing Ombudsman.
About you
You will have strong leadership abilities, with the confidence to motivate and develop staff while fostering a collaborative, learning‑focused team environment. You will have excellent written and verbal communication skills, including the ability to produce clear, evidence‑based, and empathetic complaint responses.
In addition, you will:
- Have a solid understanding of the Housing Ombudsman’s Complaint Handling Code, housing legislation, tenancies, leases, and key administrative processes such as allocations, mutual exchanges, and aids and adaptations.
- Have strong organisational skills, the ability to manage competing priorities, and confidence using specialist housing systems, CRM platforms, and Microsoft Office applications are essential.
- Be customer‑focused, resilient under pressure, detail‑driven, and committed to fairness, professionalism, and high standards.
- Have strong leadership and people‑management skills, and demonstrable competence in handling formal complaints in line with policies, legislation, and regulatory expectations.
- Be able to remain calm, professional, and solutions‑focused under pressure.
Read more detail in the Job Description
Benefits provided
Annual Leave: Starting at 25 days, plus bank holidays and 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 Adam Wheelhouse, your hiring manager
“We are a dynamic and exciting team, who always strive to provide excellent service to our residents. We continue to evolve and change the way in which we deliver our services to our customers and we continue to receive high levels of positive feedback. We are excited for the new person to take on this role to continue to improve our delivery and services.”
How to apply
Please send your CV to recruitment@hastoe.com by midnight on Monday 20 April 2026.
We may be conducting interviews as the recruitment progresses and may close the vacancy before the date specified. We recommend applying early.
If you would like to find out more about the role please contact Adam Wheelhouse at awheelhouse@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.
