Harriet’s Week as a Complaints Officer at Mount Green
In this month’s Housing Quality Magazine, we shared how complaints officers play a vital role in shaping resident experience, particularly when it comes to how housing providers respond to concerns with fairness, consistency and care.
It’s a role that’s often misunderstood. Complaints work isn’t just about resolving issues; it’s about listening, advocating, and making sure every resident feels heard. At Mount Green, we’ve seen first-hand how a well-run complaints process can transform relationships between residents and their housing provider.
In the HQM exclusive, we shared a behind-the-scenes look at the week of Mount Green Complaints Officer, Harriet Evans, from coordinating with repairs and finance teams to studying for her CIH Level 3 Certificate in Housing Practice. Every day brings new challenges, but also new opportunities to support residents and improve our services.
Whether it’s tracking responses, attending Ombudsman training, or helping colleagues navigate complex cases, the work is fast-paced and deeply rewarding. And while complaints might not sound glamorous, they’re often the clearest signal of where we need to do better, and how we can.
To read more about how Harriet approaches this work and what a typical week looks like, take a look at the article in Housing Quality Magazine.