Retrofit Officer in Somerset

Role Purpose

You will:

• Be the main point of contact for residents before, during and after retrofit works, providing clear information, practical support and consistent communication.
• Explain proposed insulation, heating and renewable energy improvements in plain language, including the intended benefits, likely disruption and what residents need to do.
• Work with Retrofit Coordinators, Designers, Assessors and contractors to ensure residents receive accurate, timely information and technical questions reach the appropriate specialist.
• Understand individual household needs and agree appropriate communication and support arrangements to help residents participate in the programme.
• Help to coordinate reports and submissions to appropriate funding sources. Ensure data is up to date and help with admin tasks as required.
• Listen to residents’ concerns, coordinate responses to enquiries and complaints, and keep residents informed until issues are resolved.
• Support handover and aftercare so residents understand how to use their improved homes and know where to obtain further advice.
• Maintain accurate engagement records and use resident feedback to improve service quality, customer satisfaction and value for money.
• Report to the Sustainability Manager at Homes in Somerset (HiS).

What you will bring:

You will:

• Have experience in resident liaison, housing, customer service or community engagement, with the ability to support people through changes affecting their homes.
• Possess excellent listening, verbal and written communication skills, including explaining unfamiliar information clearly and adapting communication to individual needs.
• Exhibit a patient, respectful and empathetic approach, with a strong commitment to customer satisfaction and inclusive service delivery.
• Demonstrate the ability to handle difficult conversations, respond calmly to complaints and concerns, and achieve practical resolutions without making commitments outside your authority.
• Show strong organisation and prioritisation skills to manage a resident caseload, appointments and follow-up actions across multiple sites.
• Understand the disruption that improvement works can cause in occupied homes and the importance of clear expectations, reliable updates and effective aftercare.
• Work constructively with residents, contractors, technical specialists and housing teams, recognising when to seek advice or escalate an issue.
• Have a basic awareness of retrofit and energy efficiency measures, or a willingness to develop this knowledge; understand the distinction between resident liaison and technical assessment, design or approval.
• Be aware of safeguarding, confidentiality and data protection, with the judgement to recognise additional support needs and follow appropriate referral procedures.
• Possess good IT and record-keeping skills, including maintaining accurate contact histories, action records and service monitoring information.
• Commit to safe home visits and lone working, with the ability to recognise and promptly report hazards rather than undertake technical inspections outside your competence.
• Be flexible, reliable and accountable: keep promises, plan ahead, work well under pressure and maintain professional boundaries.
• Have a solution-focused approach and willingness to use resident feedback to improve communication, engagement and service delivery.
• Experience of resident engagement on planned maintenance, investment or retrofit programmes is desirable.
• Knowledge of social housing and the roles of Retrofit Coordinators, Assessors and Designers within PAS 2035 projects is desirable.
• Relevant customer service, housing or retrofit training or qualifications are desirable but not essential.

Deliverables:

• Deliver the resident engagement plan across retrofit projects, ensuring customers are kept at the centre of planning, delivery and aftercare.
• Carry out introductory calls and home visits to explain the programme, confirm contact preferences, discuss household needs and record agreed support arrangements.
• Provide accessible letters, updates and appointment information; explain the scope and sequence of works, preparation required and any changes to the programme.
• Arrange access with residents and contractors, follow up missed appointments sensitively and escalate unresolved access issues through agreed HiS procedures.
• Maintain regular contact during works, identify disruption or emerging concerns and coordinate practical responses with contractors and relevant HiS teams.
• Record, acknowledge and follow up enquiries and complaints in line with HiS procedures, agreeing ownership and keeping residents informed of progress and outcomes.
• Identify residents who need additional support and coordinate appropriate referrals with housing and support teams, following safeguarding and confidentiality procedures.
• Follow health and safety requirements for home visits and lone working. Report hazards suspected asbestos disturbance or unsafe contractor behaviour immediately to the Contract Management Specialist and escalate where necessary.
• Keep accurate records of contact, appointments, access, concerns and follow-up actions on the relevant platforms, handling personal information in line with HiS data protection procedures.
• Attend programme and contractor meetings, report resident-related risks and access issues, and agree actions that support delivery within planned timescales.
• Coordinate resident handover, demonstrations and user guidance with technical colleagues; follow up outstanding concerns and refer defects or technical matters to the responsible team.
• Gather feedback and report engagement outcomes, complaints, access performance and lessons learned to the Sustainability Lead/Manager, identifying improvements and avoiding unnecessary repeat visits or costs.

How will I evidence my success?

• Meet agreed resident liaison objectives and KPIs, including timely contact, appointment coordination, enquiry follow-up and accurate record keeping.
• Demonstrate that residents receive clear updates, understand what to expect and have their agreed communication and support needs addressed.
• Evidence effective access arrangements and prompt escalation of barriers, helping to reduce avoidable missed visits and programme disruption.
• Maintain a clear audit trail of enquiries, complaints, referrals and actions, showing timely follow-up and confirmed outcomes.
• Use resident satisfaction feedback and aftercare checks to demonstrate effective handover and identify measurable service improvements.