Resident Liaison Officer

Resident Liaison Officer (RLO)
Location: Hackney, London
Contract: 6-8 Month Fixed-Term Contract
Sector: Social Housing / Planned Maintenance
£18.00per hour

Overview

We are currently seeking an experienced Resident Liaison Officer (RLO) to join a leading contractor delivering planned maintenance works within the Social Housing sector across Hackney.

This is an excellent opportunity for a customer-focused professional with experience managing resident relationships throughout refurbishment and maintenance programmes. The successful candidate will act as the key point of contact between residents, site teams, and the client, ensuring works are delivered with minimal disruption while maintaining high levels of customer satisfaction.

Key Responsibilities

Serve as the primary point of contact for residents before, during, and after works are carried out.
Build and maintain positive relationships with tenants, leaseholders, client representatives, and site teams.
Conduct resident consultations, property visits, and pre-start meetings.
Keep residents informed of project timelines, access requirements, and any changes to scheduled works.
Manage resident expectations and resolve queries, concerns, and complaints in a professional and timely manner.
Coordinate access arrangements to ensure programme targets are achieved.
Support vulnerable residents and ensure any specific needs are communicated to operational teams.
Maintain accurate records of resident interactions, appointments, and project updates.
Assist with customer satisfaction surveys and ensure high levels of resident engagement throughout the project.
Work closely with site management teams to identify and resolve issues that may impact residents.

Requirements

Previous experience working as a Resident Liaison Officer within Social Housing is essential.
Experience supporting planned maintenance, refurbishment, decarbonisation, kitchen & bathroom, roofing, or external works programmes.
Strong communication and interpersonal skills.
Ability to manage challenging situations and resolve complaints effectively.
Excellent organisational and administrative abilities.
Proficient in Microsoft Office and housing management systems.
Full UK driving licence preferred but not essential.

Desirable Experience

Working on occupied social housing properties.
Knowledge of tenant satisfaction measures and resident engagement best practices.
Experience supporting vulnerable residents and diverse communities