HOS Performance Improvement Officer

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

HOS Performance Improvement Officer

Hull based with a balance of home and office working

£32,887 - £34,617 per year

37.5 hours per week – Monday to Friday – 9:00am to 5:00pm

We are seeking a HOS Performance Improvement Officer to join our team in Hull. The role sits within the HOS Team which currently consists of 6 Performance Improvement Officers who are responsible for the day to day management of our relationship with the Housing Ombudsman through effective and timely management of enquiries, investigations and determinations. It also is responsible for actively implementing our complaints learning framework and engaging with colleagues across the business.

The role of HOS Performance Improvement Officer will include:

Ensuring timely and accurate coordination of all Housing Ombudsman communications

Being responsible for assigned Housing Ombudsman cases and ensuring compliance to orders made by the regulator

Preparing Housing Ombudsman Investigation Packs

Attending regular meetings and facilitating sessions with operational management teams to discuss complaints, improvement opportunities and service failures - ensuring that learning opportunities are acted upon

Staying up to date with changing guidance, best practice and information from the sector, including the Housing Ombudsman and Regulator of Social Housing. Provide updates, briefing and presentations as required, and ensure relevant procedures and flagged for review

Acting as a central point of expertise in relation to the legislative and regulatory approach to complaints handling also ensuring that all service areas are aware of complaints and enquiry handling requirements providing support, coaching and training as required

Engaging with resident panels and groups, providing insight and information regarding complaint performance and drivers that enable effective resident scrutiny and identify improvement opportunities

Skills and experiences:

NVQ3 in relevant area e.g. business administration, customer service

Knowledge and experience of working within a regulated sector/industry

Working knowledge and experience of CRM systems, all windows applications

Proven experience analysing and diagnosing complex problems and implementing effective solutions

Experience in completing detailed and complex investigations

Knowledge and experience of the Housing Ombudsman Service and or Regulator of social housing

Excellent analytical skills with proven ability to make sound, common sense judgements

Excellent written and oral communication skills

Excellent time management skills

Ability to provide constructive feedback to colleagues to support continuous improvement and staff development

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

25 days annual leave (rising to a maximum of 30 days) plus public holidays

A pension scheme with employer contributions from Sanctuary

Life Assurance

Employee Advice Service including counselling

Cycle to Work scheme

Voluntary health plans

Employee discounts

Wellbeing support and tools

Employee recognition scheme

Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

Role salary is £32,887 (rising to £34,617 after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date: 28 October 2025

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you –

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at -

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.

We work closely with the Home Office in order to prevent illegal working.

Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.