Weaver Vale Housing Trust

About the Company

Weaver Vale Housing Trust is a housing association formed in July 2002, operating in Cheshire and Warrington.

We own more than 6,500 homes, plus garages, shops, community play areas, and green open spaces. The homes are spread across a large area of Cheshire, including some places where poverty and hardship are a stark reality in light of the cost-of-living crisis.

We are committed to doing all it can to improve people’s quality of life. We have a clear vision for our future that places people at the heart of all we do by investing in our employees, assets, services, neighbourhoods, and communities.

We are committed to building new homes as we strive to deliver much-needed affordable new homes in Cheshire. All new homes are built to high standards of energy efficiency, with many including the latest technology to help lower tenant’s energy bills and reduce the impact on the environment.

As a landlord we are determined to not just build back better, but crucially build back fairer in order to address the growing inequalities that impact our customers and communities daily.

We are listed as the Number 1 Best Companies Housing Association to work for in 2022 and 2023. We are rated G1/V1 by the Regulator for Social Housing.

For shared ownership please visit www.prospahomes.co.uk

Listed Jobs

Company Name

Weaver Vale Housing Trust

Job Title

Complaint Liaison Officer

Job Description

**Job title:** Complaint Liaison Officer **Role Summary:** Manage and resolve a portfolio of customer complaints and councillor inquiries in a person‑centred manner, ensuring compliance with the organisation’s Complaints, Compensation and Redress Policies and the Housing Ombudsman (HO) Complaint Handling Code. Provide timely investigations, determine appropriate resolutions, and recommend improvements to enhance service quality. **Expectations:** - Handle all complaints within agreed timescales and quality standards. - Maintain accurate, detailed records of investigations and outcomes. - Communicate respectfully with customers, MPs and councillors. - Uphold organisational values of compassion, accountability, respect, and excellence. - Participate in continuous improvement initiatives based on complaint analysis. **Key Responsibilities:** - Receive, triage and investigate customer complaints and MP/councillor enquiries. - Resolve issues using established policies or, where necessary, recommend escalation. - Draft written responses, ensuring clarity, empathy and professional tone. - Maintain case notes in the Complaints Management System, updating status to closure. - Analyse complaint data to identify trends, risks and opportunities for service improvement. - Liaise with internal teams (e.g., Housing, Finance, Legal) to secure corrective actions. - Attend regular training and briefing sessions on policy updates, HO Code and best practices. - Ensure all activities comply with data protection and confidentiality requirements. **Required Skills:** - Proven experience in complaint handling within a customer‑facing environment. - Strong verbal and written communication skills. - Ability to investigate, analyse and provide effective resolutions. - Empathy, patience and a customer‑centric mindset. - Time‑management and prioritisation for multiple caseloads. - Familiarity with the Housing Ombudsman Service and its Complaint Handling Code. - Proficiency in using IT systems for case management and reporting. - Valid UK driving licence; access to a reliable vehicle. **Required Education & Certifications:** - Minimum of four GCSEs at grades 4‑9 (or equivalent) in Maths and English. - Full UK driving licence. - Successful completion of a DBS check (as per organisational disclosure policies).

Rudheath, United kingdom

On site

07-01-2026