This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Fixed Term Contract until 1 September 2026
Full Time, 37 hours per week
Thrive Homes are seeking two Complaints Handlers to be responsible for investigating and resolving customer complaints in accordance with Thrive’s Complaints Policy, the Housing Ombudsman’s Complaint Handling Code, and all other applicable regulatory standards.
The purpose of this role is to ensure complaints are handled fairly, that issues are appropriately addressed when service has fallen short, and that first‑time resolution is achieved wherever possible.
While this role is hybrid, you will be required to attend our office to gain a thorough understanding of our Repairs department and how it operates. This will include spending time with colleagues, observing key processes, and building the knowledge needed to handle related complaints confidently and effectively.
Other Responsibilities:
Manage and prioritise a caseload of complaints, planning work effectively to meet response timescales and achieve fair, timely and first-time resolution wherever possible.
Produce clear, high‑quality complaint responses, including speaking with customers where needed to fully understand the issues, and identify when escalation is required.
Manage a high volume of complaints correspondence, including contributing to the monitoring of the complaints inbox and ensuring new complaints, additional points and escalations are identified, logged and triaged accurately and promptly.
Work collaboratively with colleagues and service areas to gather information, agree actions and realistic timescales, and monitor progress until complaints are fully resolved and agreed actions have been completed.
Facilitate case discussions with service areas to progress new complaints and resolve outstanding actions on existing and closed cases.
Recognise complex or sensitive complaints and escalate appropriately, contributing to case discussions or review meetings to support resolution and ensure appropriate oversight.
Requirements:
Good experience investigating and responding to formal complaints in housing, repairs or a regulated environment.
Handling complaints end-to-end, including investigation, liaison with services or contractors and issuing written responses.
Working knowledge of complaints procedures and Housing Ombudsman Code.
Experience working in line with a complaints policy, service standards or regulatory framework, ideally including awareness of the Housing Ombudsman Complaint Handling Code.
Direct customer contact and handling challenging conversations.
Experience speaking with customers to understand concerns, explain outcomes and manage difficult or sensitive situations professionally and fairly.
Managing a personal caseload of complaints and meeting response deadlines.
Prioritising work, managing multiple cases and working to service standards or response timescales.
Working collaboratively with internal teams or contractors to resolve complaints.
Evidence of working with multiple stakeholders to gather information, agree actions and progress issues to resolution.
Using case management or CRM systems and Microsoft Office (Word and Excel) to manage cases and maintain records.
Experience updating systems, maintaining records and using spreadsheets or documents to track or manage work.
Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.
Closing date: 28th April 2026
Interviews: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.
Thrive Homes and Watford Community Housing are exploring a potential merger that would create a stronger organisation built on shared values and geography. For our people, this means new opportunities to grow, develop, and make an even bigger impact. By combining resources and expertise, we aim to invest more in homes, deliver excellent customer service, and expand affordable housing for local communities, all while offering our staff greater scope to shape their careers in housing.
INDAD
The Company
Thrive Homes is an award-winning housing association with a strong track record in the housing sector and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people can Thrive. We manage over 5,000 properties and are continuing to build new homes each year.
Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state of the art offices.
The Benefits
Benefit 1
Benefit 2
Benefit 3
Benefit 4
The Values
Innovation
We are creative and fearless in our work.
Accountability
We take ownership of our work and lead from the front.
Teamwork
We collaborate widely and build supportive environments.
Generous family friendly provision
Pension we will pay double your contribution (up to 10%).
Discretionary Bonus
Life assurance a payment of 3x your salary
Virtual GP Service (available 24/7)
Wellbeing reward scheme (earn vouchers through a health app)
A range of engagement activities aimed at building team morale, supporting both physical and mental health, and celebrating all things that make us different!
Flexible benefit scheme (up to £900 p/a) you have access to the following optional benefits:
Buy or Sell annual leave You will receive basic 25 days annual leave p/a increasing by length of service (up to 30 days)
Cycle to work
Retail Vouchers & Discount Scheme
PLACEHOLDER 4
Car Benefit scheme
Health Cash Plan facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services.
Annual Health Screening (BUPA)
PLACEHOLDER 8
Thrive’s Approach
Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages, with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley, Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern benefits.We continue to grow as an organisation and aim to attract the very best people.
Thrive homes are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. This commitment is at the core of our understanding the importance of different voices, experiences, perspectives and backgrounds. We actively encourage all applicants that are suitable for the role, from diverse career paths and backgrounds and from all sections of the community.
As committed members of Inclusive Employers and a Disability Confident Committed employer, we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment, please contact us.
Specific roles at Thrive are subject to a basic DBS check.
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Vacancy Privacy Statement
The following explains how we Thrive Homes (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) Thrive Homes is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
We collect information that is specifically provided by you as part of an application process. We will collect the following (but not limited to):
Name, address, email, telephone number
CV (if applicable)
Equal opportunities monitoring information (defined as special categories data) - this information is purely for statistical analysis and monitoring purposes
Answers to application questions
Any other information you wish to provide in support of your application
We are using Contract as our legal basis for processing, which means we can use your details and information so that we may assess your suitability for employment with us, as well as carry out our statistical analysis of recruitment.
Why do we collect this information and who do we share it with?
Details you provide in this application:
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Will be used for statistical analysis.
Will be held and may be used to contact you about other vacancies.
We will store your application data for 12 months after the vacancy has closed. After this period, it will be anonymised.
Auto Decline
We use some automated screening tools as part of this application process. The answers you provide to one or more of the questions (excluding any special categories/equal opportunity questions) may result in your application being automatically declined. This technology is used to help us manage the high volume of applications we receive and can assure applicants the same outcome would occur if we manually reviewed your application. The reason for the decline will be made available to you in your candidate account.
Cascade
Only if you are successfully recruited, we will upload your details to our HR system, Cascade. As a member of staff, you will sign a contract of employment and agree to additional terms on how your data is handled and stored.
Document Signing
We use DocuSign for digitally signed documents. You may be required to sign a contract, offer and/or other documents if you are successful. You will not have to create an account with them and we only pass on the minimum amount of data required to allow them to carry out their operations. Please click the link below to view their privacy policy: https://www.docusign.co.uk/company/privacy-policy
REFERENCES
Our recruitment process requires that we contact the referees provided by you as part of our checks to ascertain suitability of employment. The content of the reference will not be shared without the referee's permission.
Video Interviews
Should you be successful from the application stage, you may be required to carry out a video interview. These are conducted through MS Teams.
How can I access the information you hold about me? Your rights
We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data:
the right of erasure or to be forgotten.
the right to rectification if information is inaccurate or out of date.
the right of data portability (to obtain and reuse your personal data).
the right to object to networx and the controller and processors handling of your personal data.
the right to withdraw your consent with regards to the handling of your personal data.
you have the right to ask for a copy of the information we hold about you (Subject Access Request - S.A.R).
You have the right to lodge a complaint with a supervisory authority - the ICO.
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.
Thrive Homes can exercise the right to update this policy as and when required.
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