Full job description

We’re looking for an experienced Resident Liaison Officer (RLO) for this 12 month Fixed Term Contract 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