Salary: £21,428.57 per annum (£30,000 FTE)
Location: Dorchester Office
Hours: 25 hours per week; Monday to Friday (5 hours per day)
Benefits: 25 days annual leave and an additional 1.5 days complimentary leave. Option to purchase additional annual leave, car leasing scheme, healthcare cash plan, enhanced pension, and more.
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
This role is all about making a real difference to our customers’ experience. You will take ownership of formal complaint investigations, ensuring every response is fair, evidence-based, and meets the Housing Ombudsman’s Complaint Handling Code. Beyond resolving issues, you’ll play a key part in driving service improvements by identifying root causes and recommending practical solutions. You will also follow complaints through to a positive outcome, helping us build trust and deliver the high standards our customers deserve.
About you
We’re looking for someone with:
- A proven track record in formal complaint handling for front line customers.
- Excellent verbal and written communication skills that comply with relevant policies and external regulations.
- The ability to interpret relevant legislation, tenancy agreements and leases to assist in the decision making of a complaint
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 Sunday 15 February 2026.
We will be conducting interviews as 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 Adam Wheelhouse at awheelhouse@hastoe.com, or for enquiries about the application process, please contact the HR Team at recruitment@hastoe.com.
