RLO

Resident Liaison Officer (RLO) - Social Housing

£22/hr Umbrella or £17/hr PAYE | Harrow, North West London

Are you a compassionate and proactive communicator with a talent for building relationships Do you have experience liaising with residents, ideally within social housing or property maintenance We have an immediate opportunity for a Resident Liaison Officer to join our team in Harrow, North West London.

You'll play a vital role in our ongoing refurbishment programme. The work will involve a combination of SHDF (Social Housing Decarbonisation Fund) works and Kitchen & Bathroom replacements, ensuring residents are well-informed, supported, and happy throughout the projects.

What You'll Be Doing

As our RLO, you'll be the friendly and reliable face of our projects. Your key responsibilities will include:

• Primary Point of Contact: Serving as the main liaison between residents and the project team, ensuring clear, consistent, and timely communication.

• Resident Engagement: Conducting pre-commencement visits, explaining planned works (e.g., insulation, kitchen/bathroom installations), and managing expectations.

• Query & Complaint Resolution: Proactively addressing resident concerns, questions, and complaints with empathy and efficiency, escalating complex issues as needed.

• Access Management: Coordinating and gaining access to properties for surveyors and trades, ensuring residents are given sufficient notice.

• Feedback Collection: Gathering resident feedback on works and services to help us continuously improve.

• Documentation: Maintaining accurate records of all resident interactions and communications.

• Site Visits: Regularly visiting properties to meet residents and monitor works progress from a resident perspective.

What We're Looking For

• Resident Liaison Experience: Proven experience in a Resident Liaison Officer role, or a similar customer-facing position within social housing, property maintenance, or construction.

• Communication Skills: Exceptional verbal and written communication skills, with a patient and understanding approach.

• Empathy & Professionalism: Ability to build rapport quickly, manage expectations, and handle challenging situations with tact and professionalism.

• Organisational Skills: Highly organised with the ability to manage multiple resident cases and administrative tasks efficiently.

• Driving & Own Car: Must hold a full, valid UK driving license and have access to your own vehicle.

• Understanding of Refurbishment: A basic understanding of retrofit works, kitchens, and bathrooms is a plus, but training will be provided.

What We Offer

• Competitive Pay: A choice of £22 per hour (Umbrella) or £17 per hour (PAYE Direct), depending on your preferred payment method.

• Impactful Work: Contribute directly to improving homes and making them more sustainable for social housing residents.

• Local Focus: Work primarily within the Harrow, North West London area.

• Supportive Environment: Join a collaborative team committed to high standards of resident satisfaction.

Ready to be the vital link between our projects and our residents in Harrow Apply now!