Resident Liaison officer

Resident Liaison Officer (SHDF) | Ealing / NW London | £22.57 per hour

Social Housing – Green Energy & Decarbonisation | Temp-to-Perm

Here are the complete details for the Resident Liaison Officer role targeting the Ealing and North West London patch:

THE OFFER

• Pay Rate: £22.57 per hour

• Contract Type: Temp-to-Perm (Clear path to a permanent staff contract)

• Base Location: Ealing (Field-based covering localised housing stock across North West London)

• Sector: Social Housing / Net-Zero Carbon Retrofit

• Travel: Fully mobile patch (Mileage / business travel expenses covered)

• Requirements: Must hold a full UK Driving Licence and have access to your own vehicle.

THE ROLE (SHDF & Retrofit Focus)

Working on an SHDF (Social Housing Decarbonisation Fund) contract is highly rewarding but structurally different from standard planned maintenance. As a mobile RLO, you will act as the vital face of the project on the ground, guiding residents through complex energy-saving upgrades and helping them understand the installation process.

Key Responsibilities:

• Resident Education: Conduct home visits across the patch to explain the benefits of decarbonisation works and teach residents how to maximise new green technologies (such as smart thermostats).

• Surveys & Access Coordination: Carry out pre-work condition surveys and secure high access rates for specialist contractors to keep the mobile delivery programme running on schedule.

• Expectation Management: Act as the primary, reassuring point of contact for residents on your patch during invasive energy-efficiency upgrades (e.g., Solar PV, Air Source Heat Pumps, insulation, and ventilation upgrades).

• Conflict Resolution: Swiftly and professionally resolve any on-site resident queries or property protection concerns right at the doorstep to maintain high customer satisfaction scores.

• Progress Tracking: Utilise project trackers to log pre-start surveys, resident sign-offs, and daily communication history to ensure compliance with strict funding requirements.

CANDIDATE REQUIREMENTS

• Experience: Proven experience as an RLO or TLO (Tenant Liaison Officer) within Social Housing. Prior experience on SHDF, EWI (External Wall Insulation), or domestic Retrofit works is highly advantageous.

• Mobility: Essential. Must hold a full UK Driving Licence and have access to your own reliable vehicle for daily mobile travel from the Ealing base.

• Communication: Exceptional interpersonal skills with the ability to break down technical green energy information into simple, empathetic, and easy-to-understand terms for residents.

• IT Skills: Competent in using Microsoft Office, particularly Excel for inputting site data and logging resident trackers on the go.

• Attitude: Empathetic, professional, and resilient, with a genuine passion for helping communities improve their day-to-day living conditions.