It matters. So we’re bringing it closer to home.

Our customers have told us they want us to better understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened. That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next.

We’re also adapting how we handle complaints and looking for people who want to be part of delivering a better experience from the very first conversation. We need a Specialist Resolution Caseworker to take ownership of complex, high-risk complaints and drive them through to fair and effective resolution.

This is a pivotal role within our Customer Resolution team. You’ll manage complex cases, including Housing Ombudsman investigations, acting as a single point of contact for customers and working across the organisation to put things right.

You won’t just resolve issues. You’ll help restore trust, influence service improvements, and ensure we learn from complaints.

What you’ll be doing

You’ll take the lead on some of our most sensitive and complex cases, ensuring customers are supported and issues are resolved with care and professionalism.

In this role, you will:

• Lead investigations into complex and high-risk complaints, including Stage 1, Stage 2 and Housing Ombudsman cases

• Take full ownership of cases, driving them through to timely and effective resolution

• Act as a single point of contact for customers who need additional support during the complaints process

• Work closely with internal teams, contractors and partners to gather evidence and agree appropriate actions

• Make informed decisions on service failure, resolution actions and compensation in line with policy

• Communicate clearly and professionally with customers, keeping them informed throughout

• Maintain accurate records and ensure compliance with the Complaint Handling Code and regulatory standards

• Analyse complaint trends and share insight to support service improvement

• Contribute to a culture of learning, accountability and continuous improvement

We’re looking for:

• Significant experience in complaints handling within social housing

• Strong knowledge of the Housing Ombudsman Complaint Handling Code and Consumer Standards

• Understanding of housing services, including repairs and tenancy-related issues

• Experience managing complex cases and working with multiple stakeholders to reach resolution

• Confidence to challenge, influence and lead conversations across teams and partners

• Excellent communication skills, with the ability to handle sensitive situations

• Strong attention to detail and the ability to manage a varied caseload

• A collaborative approach and commitment to equality, diversity and inclusion

• Confidence using IT systems, including case management tools

JD - Specialist Resolution Caseworker.pdf

Why join us?

At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.”

This is a role where your work will make a real difference - not just in resolving individual cases, but in shaping how we improve our services for the future. If you’re motivated by fairness, accountability and delivering better outcomes for customers, we’d love to hear from you.

Appointment to this role will be subject to satisfactory references and proof of Right to Work in the UK.

Discover Stonewater

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.