Regulatory Improvement Analyst

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. Regulatory Improvement Analyst Base office location may vary dependent upon suitable candidate - balance of home and office working £37,232 - £39,192 per year 37.5 hours per week - Monday to Friday - 9:00am to 5:00pm We are seeking a Regulatory Improvement Analyst to join our Regulatory and Policy Team within the Complaints department at Sanctuary. This role is responsible for detailed data analysis of Housing Ombudsman Service (HOS) and Scottish Public Service Ombudsman (SPSO) cases, utilising customer and colleague insight and management information (MI) to identify and develop innovative and practical changes and improvements to existing business practices across Affordable Housing. This role reports to the Regulatory & Policy Manager. The role of Regulatory Improvement Analyst will include: Conduct effective root cause analysis on HOS and SPSO cases to establish areas requiring improvement, evidencing continuous learning from HOS and SPSO cases within the Group Analyse HOS and SPSO data, producing and maintaining monthly and ad hoc reports demonstrating the department's key KPIs. Demonstrating effective root cause analysis including complaints data and customer feedback Engage with stakeholders across all areas of the organisation to build relationships and gather voice of the customer and voice of the people insights Develop, manage and maintain HOS and SPSO case reduction plans for defined business areas Support the implementation of actions required to assist delivery of HOS and SPSO case reduction plans Produce and maintain monthly reports on HOS and SPSO data for regions and attend meetings with different stakeholders across the business, presenting data, findings and recommended actions Contribute, as appropriate, to special programmes and projects in support of the Group's values and objectives Skills and experiences: NVQ3 in relevant area e.g. business administration, customer service Demonstrable experience within the Housing Sector or other service industries, with a working knowledge of key industry Regulations Strong problem solving to achieve practical solutions to challenging problems Ability to complete complex investigations to source and crystalise core details from a wide range of data and information sources Ability to work under pressure and to tight deadlines 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 £37,232 per annum (rising to £39,192 per annum after 12 months, subject to satisfactory performance) View the job profile (if the link is unavailable please visit the Sanctuary careers website) Closing Date: 24 November 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 - housing.recruitment@sanctuary.co.uk 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 - www.sanctuary.co.uk/join-our-team 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.

Location: Worcester, Worcester, GB

Posted Date: 11/12/2025