Resident Liaison Officer / Tenant Liaison Officer

About the role

The Resident Liaison Officer (RLO) acts as the primary point of contact for residents during refurbishment, retrofit and other improvement projects. You will bridge communication between residents, housing providers and site teams, ensuring projects run smoothly and residents stay informed.

Key responsibilities

• Build and maintain positive relationships with residents throughout project delivery.
• Provide clear, regular updates on planned works and any disruptions.
• Liaise with housing associations, local authorities and client representatives.
• Organise and attend resident meetings and consultation events.
• Manage enquiries, concerns and complaints promptly and professionally.
• Monitor customer satisfaction and suggest improvements.
• Support site teams to deliver an excellent resident experience.
• Maintain accurate records and project communication logs.

Required profile

• Previous experience as a Resident or Tenant Liaison Officer, or in a customer‑facing role within social housing.
• Experience supporting residents during refurbishment or planned works is desirable.
• Excellent communication and interpersonal abilities.
• Confident handling of difficult conversations and issue resolution.
• Strong organisational and administrative skills.
• Full UK driving licence.

Required skills

• Microsoft Word
• Excel

What we offer

• Competitive salary and benefits package.
• Generous holiday entitlement and pension scheme.
• Opportunities for training and career development.
• Supportive management team in a family‑run business.
• Chance to make a genuine difference to residents and communities.