Resident Liaison Officer

Resident Liaison Officer

Location: Carshalton Road, Sutton, SM1 4LE
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £ 21.00 per hour 
Job Ref: OR11193
 
Responsibilities

• Provide information, advice, and assistance to tenants and leaseholders during major works on their homes.
• Liaise with contractors, consultants, and other Resident Liaison Officers to set engagement standards with residents.
• Develop, agree, and manage the residents' consultation plan for individual projects.
• Coordinate with contractors on residents' information packs and update formats, including newsletters using various media outlets.
• Coordinate temporary or permanent re-housing of residents when necessary.
• Advise Project Managers on the potential effects of capital works on residents.
• Provide information and assistance to leaseholders regarding their obligations for service charge payments related to major works.
• Liaise with contractors, external agencies, and SHP staff to resolve access issues or disputes with residents.
• Ensure efficient processing of insurance and other claims submitted by residents.
• Initiate and manage legal action against individual tenants and/or leaseholders when necessary.
• Participate as a project team member in the development of capital projects.
• Advise Project Managers on any issues affecting the project.
• Arrange and attend meetings, presentations, and exhibitions for residents, requiring work outside normal hours and at various borough locations.
• Design and conduct social surveys prior to major project commencements.
• Establish and maintain a customer feedback/complaints procedure for each project.
• Ensure communication of information on vulnerable residents or those posing risks, in line with policy.
• Proactively identify vulnerable residents within programmes and ensure adequate long-term provisions for their needs.
• Devise and maintain systems for reporting defects during and post-work.
• Conduct resident satisfaction surveys after capital project completion, including a full analysis of results.
• Regularly review and suggest improvements for resident consultation and communication procedures.
• Assist in implementing the Best Value Action Plan for the HRA Capital Programme.
• Perform any other relevant duties necessary for the delivery of the capital investment programme.

Person Specification

• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Experience in liaising with various stakeholders, including contractors, consultants, and residents.
• Proactive approach to identifying and addressing resident needs, particularly those who are vulnerable.
• Ability to work outside normal hours and at different locations as required.
• Strong problem-solving skills and ability to handle disputes effectively.
• Experience in conducting surveys and analyzing feedback for continuous improvement.
• Knowledge of legal processes related to housing and tenant/leaseholder obligations.

 
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