Read the career profiles of some of our team to find out what they do and how they find working for the Housing Ombudsman Service

Anna - Caseworker

On a day-to-day basis, my work involves investigating complaints. Initially I have to organise the information received from the complainant and the landlord, decide what matters we are to investigate and if any further evidence is required from either parties. I then write to both parties. Having received any additional information required, I draft the investigation report. Both parties have a chance to comment on the investigation’s findings before a final determination is made. On a day-to-day basis I would also deal with some queries from landlords and complainants about the progress of the investigation and so on.

I previously worked for a local authority in the homeless and housing needs section. I decided that I wanted to use skills I had developed there in a different environment. Working for the Housing Ombudsman Service was not something that I had previously considered, but having seen the job advertisement, I decided to apply. I like having my own case load and being able to decide what work I do each day and I enjoy being able to work independently. It is, however, always useful discussing cases with colleagues and getting their help and advice. I also like being able to research and read around a particular issue and then apply this to the case I’m dealing with. I also enjoy dealing with a variety of cases, particularly ones which raise different issues.

Dave - Caseworker

I offer guidance and support to complainants and landlords in taking complaints through internal complaints procedures. I also make initial jurisdictional decisions on cases. In order to achieve this I need good customer service skills; the ability to analyse sometimes complex information and make decisions; to explain complex information verbally and in writing and maintain an impartial and diplomatic approach. I particularly enjoy the variety of complaints and scenarios that we are presented with.

I think one of the best things about working at the Housing Ombudsman Service is the fact that it has a small and friendly team. The office is clean and spacious and has a good location close to Covent Garden and within walking distance from Waterloo station and several tube stops.

Tricia - Senior Caseworker

There are a number of skills that I would consider essential for this job. High levels of concentration are definitely required. Good verbal and written communication skills, particularly the ability to present complex information clearly and simply so that it can be understood by both complainants and housing professionals is also a must. The ability to identify and keep focused on the key issues in a case whilst evaluating large quantities of documents and to remain impartial and reach balanced, proportionate judgements based on all the information relevant to a case is also a key skill.

Bouncing ideas back and forth or analysing detailed (and occasionally arcane) points of interest with colleagues is something that I particularly enjoy in this job. Sometimes you also get to redress a serious injustice or to identify an improvement that will have effects beyond the individual circumstances of a particular complainant. Although many complaints will involve similar issues such as disrepair or antisocial behaviour each is also a reflection of one individual's experience and therefore no matter how many similarities there might be to another case, there will always be something unique.

Helen - Senior Caseworker

There are a number of tasks that I undergo day-to-day within my job. I essentially have to establish whether complaints come within the remit of the service and guide landlords and complainants in completing the landlords internal complaints procedures. This can involve giving landlords guidance on good practice in complaints handling. I also give support and guidance to other Caseworkers within the team.

There are a variety of skills that I consider essential for the carrying out my job role successfully. These include analytical skills, the ability to look at problems objectively, the use of strong customer service skills, the ability to explain complex information effectively, coaching skills, letter writing and team working skills. It is also essential to be thorough, methodical and impartial.

My decision to join the Housing Ombudsman Service reflects my long standing commitment to social housing. I have always aspired to work in this sector and believe my career will stay within a social housing context. I enjoy working with my colleagues here at the Ombudsman and have found the team to be friendly and supportive. There is a great deal of variety within my job role which helps to keep things fresh and interesting. I think that the application of the scheme and giving guidance to landlords on difficult situations and scenarios are some of the more rewarding aspects to my job.