Resident Liaison Officer

We are currently seeking a proactive and resident-focused Resident Liaison Officer to join our Planned Works Unit. This role is vital to ensuring a positive customer experience as we deliver refurbishment and improvement works to occupied homes across London and the South East.
The Resident Liaison Officer will act as the main point of contact for residents throughout the lifecycle of planned works projects. You will be responsible for clear communication, resolving concerns, coordinating access, and ensuring that residents are fully informed and supported with minimal disruption to their daily lives.
This is an excellent opportunity for someone with strong interpersonal skills and previous experience in occupied refurbishment works to join a collaborative, community-focused team delivering real impact for tenants and local authorities.
Key ResponsibilitiesResident Engagement & Support
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Act as the first point of contact for residents, providing ongoing communication and support throughout the works.
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Maintain resident confidentiality and handle personal data in full compliance with GDPR.
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Schedule appointments, manage access/no-access records, and issue weekly engagement reports.
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Prepare and distribute communications, such as letters, newsletters, and resident packs, using clear, simple, and engaging language.
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Ensure resident satisfaction is prioritised at every stage of the programme.
Service Delivery & Customer Experience
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Champion excellent customer service, supporting teams to deliver a resident-first approach.
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Proactively respond to resident enquiries, complaints, or access issues—liaising with project delivery teams to resolve matters efficiently.
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Monitor and record resident interactions and concerns using internal systems (e.g., EasyBOP).
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Adapt engagement strategies to suit the needs of diverse residents and communities.
Compliance & Consumer Standards
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Support clients in meeting Consumer Standards as defined by the Social Housing Regulator.
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While in residents’ homes, conduct informal checks and discreetly report issues related to housing condition, including damp, mould, and safety concerns.
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Complete Resident Satisfaction Surveys (RSS) on completion of work instructions.
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Ensure safeguarding concerns are escalated to the appropriate service providers.
Collaboration & Communication
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Work collaboratively with site managers, operatives, client representatives, and subcontractors to deliver a seamless resident engagement process.
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Participate in project progress and aftercare meetings, contributing updates on resident liaison matters.
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Act as an ambassador for the Planned Works Unit, promoting open dialogue, team involvement, and positive outcomes for residents.
Training & Professional Development
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Attend all relevant training courses as required, including:
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Dementia Friends Awareness
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Safeguarding Training
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Keep up to date with best practice in resident liaison and social housing customer care.
Person SpecificationKnowledge & Experience
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Proven experience in a Resident Liaison Officer, Tenant Liaison, or similar customer-focused role.
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Understanding of occupied refurbishment works and resident engagement in a social housing environment.
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Familiarity with housing decency standards, consumer regulations, and safeguarding practices.
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Strong IT skills, including Microsoft Office and workflow/job management systems.
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Experience using systems such as EasyBOP or similar platforms is desirable.
Skills & Qualities
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Excellent communication and interpersonal skills—professional, polite, and empathetic.
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Organised and methodical, with strong attention to detail.
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Calm under pressure, with the ability to resolve issues diplomatically.
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Flexible and adaptable to meet the needs of residents and the project.
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Strong sense of responsibility, with a passion for delivering excellent customer service.
What We Offer
Competitive salary and benefits package.A key role within a high-performing Planned Works team, delivering improvements to homes and communities.Supportive, family-owned company culture that prioritises collaboration and employee well-being.Opportunities for training, development, and long-term career progression