Resident Liaison Officer

We're looking for an experienced Resident Liaison Officer (RLO) to support a complex programme of building safety remediation works, including EWS1 compliance. You'll act as the key point of contact between residents, contractors, and internal teams, ensuring clear communication, resident welfare, and a positive customer experience throughout the works.

This is a largely autonomous role requiring strong judgement, excellent communication skills, and the ability to manage sensitive situations confidently.

Key responsibilities

• Act as the main liaison between residents, contractors, and stakeholders
• Deliver resident engagement plans, meetings, drop-ins, and home visits
• Produce clear resident communications (letters, newsletters, updates, bulletins)
• Support building safety compliance and escalate safety concerns
• Mediate disputes and support Stage 1 complaint responses
• Support resident decants, including needs assessments and compensation
• Coordinate contractor access and monitor performance
• Work flexibly, including occasional evenings, weekends, and out-of-hours responses

About you

Essential:

• Proven experience in resident or stakeholder engagement
• Strong communication and conflict-resolution skills
• Ability to work independently with minimal supervision
• Good IT skills, including Microsoft Office
• Flexible approach to working hours
• Enhanced DBS check required

Desirable:

• Housing or social housing experience
• Decant or resident relocation experience
• Contractor or service-contract management experience
• Full UK driving licence and access to a vehicle

Why join us?

You'll play a vital role in keeping residents safe, informed, and supported while delivering critical building safety works.