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Head of Casework Assessment and Support

Head of Casework Assessment and Support

£70,717 plus excellent benefits (pension contribution of 20%+)


If you offer the proven ability to lead and manage a large casework operation and management experience within the Social Housing Sector, this role offers an exciting opportunity to make a substantial impact in the evolution of our ambitious, influential and growing organisation.

The Housing Ombudsman Service provides independent, impartial and fair dispute support and resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.

As Head of Casework Assessment and Support, you will lead our Casework Assessment and Support function to ensure services are of high quality, high impact and deliver good customer experiences. The function is responsible for the assessment of resident referrals to access the Scheme, the triage of disputes via the proportionate route of resolution and providing centralised casework business support.

Specifically, you will lead the Casework Assessment and Support teams to deliver:

  • risk driven, efficient and effective casework management where services are delivered in accordance to published service levels, key performance indicators, quality frameworks and budget;
  • timely and consistent assessments of cases, at the relevant touchpoints, that are compliant with the Scheme, Code and policy/guidance;
  • timely, impactful, impartial and proportionate alternative routes to resolution, where appropriate and in accordance with the Scheme; and
  • efficient, timely and high quality progression of cases, where deemed proportionate, to Dispute Resolution for formal investigation.

Your remit will include ensuring strong governance through the effective development and embedding of adequate reporting, risk and quality controls that provide appropriate assurance mechanisms and deliver accurate management information to drive performance and improvement.

As a member of our Senior Leadership Team, you will play a key role in the delivery of the business plan and inform the design, and ensure delivery, of the Directorate strategy.

Key requirements for this pivotal role include:

  • A breadth of senior experience in the Social Housing Sector
  • Knowledge of relevant housing law, practice and policy
  • Experience of managing customer facing operations teams dealing with large volumes of transactions, of varying complexity, and in accordance to service levels and set standards
  • Experience in managing high volume casework operations and delivering effective decision making within a legal context
  • Experience leading, managing and motivating professional teams in the achievement of service and quality standards
  • Experience of leading and managing change to improve performance and outcomes

If you’re a strategic thinker, with a proven track record of effective casework operations management, please download the information pack for further details. It’s an exciting time to join us and to contribute your skills to making a difference for millions of households.

CLOSING DATE: 23.59 on Sunday 16th June 2024.


PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). The role will be closed to new applications immediately if / when we receive 120 applications or at the stated closing date – whichever occurs first. Applications after the role has closed cannot be accepted. We therefore strongly recommend applying as soon as possible.


We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

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