Resident Liaison Officer in Sutton, Greater London

Location:           Sutton
Contract:           40 Weeks
Start Date:        Immediately
 

About the Role

We are seeking an experienced and proactive Resident Liaison Officer (RLO) to join our client’s team on a 40-week social housing refurbishment project (internals).

The project involves the internal refurbishment of approximately 100 occupied residential properties across multiple apartment blocks. As the primary point of contact between residents, the client, and the site team, you will play a key role in ensuring excellent communication, minimising disruption, and maintaining high levels of resident satisfaction throughout the works.

Project Scope

The refurbishment programme includes:

• Internal decorations
• Associated refurbishment works to occupied social housing properties

Key Responsibilities

• Act as the main point of contact for residents before, during, and after planned works.
• Build and maintain positive relationships with residents, client representatives, and the site management team.
• Carry out resident consultations and property visits prior to works commencing.
• Issue notifications, newsletters, appointment letters, and programme updates.
• Coordinate access arrangements with residents and site operatives.
• Record and manage resident queries, concerns, complaints, and compliments, ensuring prompt resolution.
• Identify and provide additional support for vulnerable residents, escalating concerns where appropriate.
• Monitor resident satisfaction and complete customer care surveys.
• Attend site meetings and provide regular reports on resident engagement and project progress.
• Maintain accurate records and ensure all resident communications are documented.
• Work closely with the Site Manager and Project Manager to ensure works are delivered safely, efficiently, and with minimal disruption.

Essential Requirements

• Previous experience as a Resident Liaison Officer within social housing, planned maintenance, or refurbishment projects.
• Strong communication and interpersonal skills.
• Experience working on occupied residential properties.
• Excellent organisational and administrative abilities.
• Ability to manage difficult conversations professionally and empathetically.
• Competent in Microsoft Office, including Outlook, Word, and Excel.

Desirable

• Experience working on internal refurbishment programmes.
• Knowledge of social housing environments and resident engagement best practices.
• CSCS card (desirable but not essential).