Resident Liaison officer

Resident Liaison Officer

East London (Hackney / Haringey)
£31,500 + £5,000 Car Allowance
Long-Term 15-Year Framework

We are currently recruiting for an experienced Resident Liaison Officer (RLO) to join a growing social housing contractor delivering planned kitchen and bathroom refurbishment works across scattered properties throughout Hackney and Haringey.

This is an excellent opportunity to secure long-term work on a well-established 15-year framework agreement within the social housing sector. The successful candidate will be responsible for maintaining positive relationships with residents while supporting the smooth delivery of planned maintenance works on behalf of a major housing provider.

Key Responsibilities

Acting as the main point of contact for residents throughout refurbishment works
Conducting resident consultations and pre-start visits prior to works commencing
Coordinating appointments and arranging property access for operatives and contractors
Keeping residents updated on schedules, progress, and any changes to planned works
Managing complaints, queries, and resident concerns in a professional and empathetic manner
Supporting vulnerable tenants and escalating safeguarding concerns where appropriate
Liaising closely with site managers, subcontractors, housing officers, and project teams
Maintaining accurate records, resident communication logs, and KPI updates
Ensuring high levels of customer satisfaction are maintained throughout the programme

Requirements

Previous experience working as a Resident Liaison Officer within social housing or planned maintenance
Experience working on kitchen and bathroom schemes preferred
Strong communication and customer service skills
Ability to handle difficult situations and resolve complaints effectively
Good IT skills including Microsoft Office
Organised, proactive, and able to manage a busy workload independently
Full UK driving licence preferred

Package

Salary: £31,500
£5,000 Car Allowance
Long-term secured work on a 15-year framework
Opportunity to work on established social housing refurbishment projects
Supportive working environment with progression opportunities