Senior Resident Liaison and Decant Officer in Milton Keynes

Are you looking for an exciting opportunity to make a difference in the housing community? We are on the hunt for a dedicated and enthusiastic Senior Resident Liaison and Decant Officer to join our amazing Resident Liaison team at Fairhive! If you enjoy helping others, working in a supportive environment, and contributing to meaningful projects, this could be the perfect role for you.

About the role

We're looking for an experienced and customer-focused Senior Resident Liaison and Decant Officer to lead our Resident Liaison and Decant service and support residents through planned improvement works and temporary relocations. Working closely with our Asset Management, Operations Teams and contractor partners, you will ensure residents are fully informed, supported and engaged during major improvement projects including kitchens, bathrooms, roofing and external works, windows, doors, and other capital investment works. This new role will provide leadership and support to our Resident Liaison and Decant Officers, ensuring a consistent, high-quality service and excellent resident experience across all programmes. You will play a key role in supporting programme delivery, coordinating resident engagement activities, managing complex cases and decants, mitigating project risks relating to resident access and satisfaction, and working collaboratively with contractors and internal stakeholders to achieve successful project outcomes.

What you'll be doing

• Leading and supporting a team of Resident Liaison and Decant Officers supporting planned investment programmes.
• Acting as the resident liaison lead across major works and capital investment projects.
• Managing complex resident cases and vulnerable households to minimise disruption during works programmes.
• Developing and implementing engagement and communication plans for investment programmes.
• Supporting residents through complex planned works, temporary decants and home moves where required.
• Working closely with Property teams, surveyors, project managers and contractors to support programme delivery.
• Monitoring resident satisfaction, access performance, complaints and project feedback to drive continuous improvement.
• Supporting contractor mobilisation, consultation events and resident meetings throughout project delivery.
• Ensuring resident considerations are embedded in project planning, risk management and decision making.

What we're looking for

• Significant experience in resident liaison, customer engagement or decant management within planned investment, capital works, regeneration or housing asset management environments.
• A strong understanding of planned maintenance and investment programmes and their impact on residents.
• Experience of working alongside contractors and project teams to deliver resident-focussed outcomes.
• Excellent stakeholder management and communication skills.
• Experience leading, coaching or supporting resident liaison teams.
• Experience managing complex cases, complaints and vulnerable resident support arrangements.
• Strong organisational and problem-solving skills.

This is an exciting opportunity to shape a growing service, support colleagues and make a genuine difference to residents' lives. If you're passionate about customer experience and delivering positive outcomes, we'd love to hear from you.

About us

At Fairhive Homes, we are driven by a simple yet powerful vision: Homes for Living, Communities for Life. This isn't just what we do; it's what we strive for every day. As a non-profit housing association, we are dedicated to providing affordable housing to over 20,000 individuals in our community. Our residents are truly at the heart of everything we do. We are dedicated to supporting our residents and neighbourhoods. Whether we are maintaining our high-quality homes or building new ones, our mission is to foster thriving communities where everyone feels welcome and can proudly say, 'This is my home.' We believe that a strong community starts with quality housing, and we are here to make that vision a reality.

In this role, you'll have the opportunity to develop your career in an empowering environment where your contributions are valued and recognised. At Fairhive, we invest in your wellbeing. You can join our Health Cash plan which enables you to claim money back against a wide range of services and treatments. We believe that flexibility fosters a more productive and enjoyable working environment. Therefore, depending on the role requirements, we offer flexible working conditions that help you balance your work and life!

You’ll be part of a mission-driven organisation that makes a tangible difference in the community, allowing you to feel fulfilled in your work every day.

Our commitment to you

We're focused on creating a workplace that celebrates inclusivity and diversity. We want everyone to feel comfortable bringing their true selves to work, contributing their unique perspectives and talents. We recognise that our differences are what make us stronger and are committed to having our teams reflect the diverse communities we serve. Your unique experiences and insights are exactly what we're looking for. We are really proud of our initiatives to become an employer of choice, whether it's coming along to one of our Menopause Cafés, becoming one of our Neurodiversity Champions or joining one of our inclusion lunches and learn sessions. Plus, our supportive team culture and active social committee mean you'll always have a strong network of people around you!

Ready to Apply?

We understand that not every candidate will tick every box on our list. If your experience looks a bit different from what we're looking for, but you believe you can bring something valuable to the role, we still want to hear from you! If you're ready to take the next step in your career and work in an environment that values your contributions, please apply, we can't wait to meet you!

The closing date for applications will be 22-Sep-2026, but we might close it early if we find the right person before this date.