Resident Liaison Officer

Resident Liaison Officer (RLO)

Location: Portsmouth/Watford Potentially Guildford

About the Role

We are seeking a professional, approachable, and highly organized Resident Liaison Officer to act as the vital link between residents, contractors, and internal teams during housing improvement, maintenance, or refurbishment projects. You will ensure residents are informed, supported, and satisfied throughout the project lifecycle, minimizing disruption and maintaining excellent customer relations.

Key Responsibilities

• Act as the first point of contact for residents regarding ongoing works to their homes or communal areas.
• Build positive relationships with tenants, ensuring their needs and concerns are addressed promptly and effectively.
• Keep residents fully informed before, during, and after works through letters, meetings, newsletters, home visits, and calls.
• Arrange access to properties and coordinate appointments with contractors and residents.
• Maintain accurate records of all communications, appointments, and feedback.
• Support vulnerable residents and identify any special requirements.
• Work closely with site managers, contractors, and housing officers to ensure smooth delivery of services.
• Monitor resident satisfaction and assist in resolving complaints or issues.
• Ensure health and safety procedures are communicated and adhered to by residents and contractors.
• Attend and organize resident meetings, open days, and community events as required.

Skills and Experience Required

• Previous experience as a Resident Liaison Officer or in a customer-facing role within housing, construction, or community engagement.
• Strong communication and interpersonal skills with the ability to build trust and rapport.
• Organised, proactive, and able to manage multiple priorities effectively.
• Empathetic and able to handle sensitive situations with diplomacy and professionalism.
• Knowledge of housing or construction environments is highly desirable.
• IT literate (Microsoft Office, CRM systems, etc.).
• Full UK driving licence (if role requires site visits).

Please send your CV to the relevant email address to find out more!