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Resident Liaison Officer

Job Title: Resident Liaison Officer
Contract: 3 months temp ongoing
Hours: 35
Location: Sutton
DBS: Basic
Driving License Required: Yes

Purpose of the Role
I am representing a client based in Sutton, who are looking for an experienced Resident Liaison Officer provide information and support for tenants and leaseholders whose homes are affected by major works and to ensure that procedures for communicating and consulting with residents on capital projects demonstrate excellent Customer Care.

Major works programmes include kitchen and bathroom replacements, roof and window replacements and retrofit programme works.

Main Responsibilities

  • Be the main point of contact to ensure that all residents receive excellent customer service

  • Visit and issue approved communication and literature to residents prior to works being carried out

  • Creating tenant profiles by using data in the Housing Management system and undertaking home surveys before work commencement

  • Have regular contact with residents via their preferred method of communication

  • Agree access arrangements to ensure works are completed on time

  • Inform the resident of any delays or changes to the programme of works

  • Visit tenants to explain the nature and scope of work, conduct a ‘site introduction', ascertain their individual requirements, arrange appointments/start dates, and monitor access to individual properties

  • Arrange and attend meetings, presentations, and exhibitions for residents.

    This will require working outside normal working hours and at various locations throughout the borough

  • Carry out follow up resident courtesy visits

  • Advise and guide residents while the work is going on


  • Knowledge of health and safety matters

  • Presentation skills

  • Knowledge and application of Project Management principles

  • Knowledge of Retrofit projects

  • Analytical and problem-solving skills

  • Knowledge of current developments in housing policy and customer service

  • Experience of working in social housing, local government, or customer-service environments

  • Demonstrable experience of working with tenants and leaseholders whose homes are undergoing major building works

  • Proficient in Google and or Microsoft - spreadsheets, and update more complex data sheets, mail merges and issue communications to residents

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Joel at Service Care Solutions on 01772 208 966 or send an E-Mail to