Full job description

We’re looking for an experienced Resident Liaison Officer (RLO)to support a complex programme of building safety remediation works, including EWS1 compliance. This will be based at The Hive in Wembley, you will 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