Resident Liaison Officer

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.

Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.

Our company is split into two business areas:

Utility Infrastructure –

Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators. 

Social Infrastructure -

Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.  

Equal Opportunities Statement - At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.

A Resident Liaison Officer (RLO) acts as the primary link between residents, contractors, housing providers, and project teams during planned maintenance, refurbishment, regeneration, and compliance works within social housing properties. The role is essential in ensuring that residents are informed, supported, and engaged throughout the lifecycle of construction and maintenance projects, while helping contractors deliver works efficiently with minimal disruption.

The RLO is responsible for building positive relationships with tenants and leaseholders, managing resident expectations, and ensuring clear communication regarding planned works, schedules, access requirements, and project updates. They play a key role in maintaining resident satisfaction and helping contractors meet contractual Key Performance Indicators (KPIs) relating to customer service and social value commitments.

Key responsibilities include:

• Acting as the first point of contact for residents before, during, and after works are undertaken.
• Conducting resident consultations, home visits, and pre-start meetings to explain project scope, timelines, and expected impacts.
• Producing and distributing communication materials such as letters, newsletters, appointment reminders, and project updates.
• Coordinating access arrangements and supporting vulnerable residents who may require additional assistance.
• Managing resident enquiries, concerns, complaints, and compliments, ensuring issues are resolved promptly and professionally.
• Liaising closely with site managers, supervisors, housing officers, client representatives, and subcontractors to ensure effective communication.
• Monitoring resident satisfaction levels through surveys and feedback processes and reporting findings to project teams.
• Supporting the delivery of social value initiatives, community engagement activities, and tenant engagement events.
• Maintaining accurate records of resident interactions, complaints, access arrangements, and project communications.
• Ensuring compliance with safeguarding, data protection, equality, diversity, and inclusion policies.

A successful Resident Liaison Officer requires excellent interpersonal and communication skills, empathy, problem-solving abilities, and a strong customer-focused approach. The role often involves working with diverse communities, including elderly residents, vulnerable individuals, and those with specific support needs.

In social housing, the RLO contributes significantly to project success by fostering trust between residents and contractors, reducing complaints, improving access rates, and ensuring residents feel informed, respected, and supported throughout the delivery of works. Their

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.