Resident Liaison Officer (LSE) - Surrey or London

Do you enjoy building relationships with residents and making sure they feel supported throughout improvement works in their homes? We're looking for a proactive and customer focused Resident Liaison Officer to join our Asset Services team at PA Housing. This is a rewarding role where you'll act as the key link between residents, contractors, and project teams during major works programmes across our homes and communities. You'll support residents throughout the full works journey, making sure they feel informed, listened to, and supported every step of the way. If you enjoy problem solving, working with people, and delivering excellent customer experiences, we'd love to hear from you.

This role is about more than communication. It is about building trust, supporting communities, and helping residents feel confident and cared for while improvement works take place in their homes.

What's in it for you:

• In addition to the salary, we offer a number of benefits, including:
• High street discount schemes
• Health cash plans
• 26 days annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays - take them when it suits you
• Car leasing scheme
• Hybrid working - offering you the flexibility to thrive in your role.
• Optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you'll be doing:

• Act as the main point of contact for residents throughout major works and planned investment projects
• Build strong relationships with residents, providing support and clear communication before, during, and after works take place
• Support projects including kitchens, bathrooms, windows, doors, roofing, heating upgrades, retrofit works, and communal improvements
• Identify residents' individual needs such as mobility requirements, cultural considerations, or support needs before works begin
• Work closely with contractors and Resident Liaison Officers to ensure residents receive a consistent and positive experience
• Carry out regular site visits to ensure residents' needs are being met and address any concerns quickly and professionally
• Support residents with complaints, access arrangements, and ongoing project updates
• Organise and attend resident meetings, coffee mornings, and community engagement events
• Work alongside internal teams and external agencies to support safeguarding concerns, anti-social behaviour cases, and vulnerable residents where needed
• Promote social value opportunities including training, employment, and community initiatives linked to planned works
• Monitor customer feedback and identify opportunities to improve services and resident satisfaction
• Help ensure contractors deliver services in line with PA Housing standards, policies, and procedures

What we're looking for:

• Have experience working in a customer service, housing, repairs, maintenance, or construction environment
• Are passionate about delivering excellent customer experiences
• Have strong communication and relationship building skills
• Are confident managing difficult conversations and resolving issues professionally
• Can organise and prioritise a busy workload effectively
• Enjoy working with residents and supporting diverse communities
• Have experience working with contractors or external suppliers
• Are comfortable carrying out site visits and attending community meetings
• Have strong IT skills including Microsoft Office systems
• Bring a positive, proactive, and solutions focused attitude to work
• Enjoy finding creative ways to improve services and resident engagement

If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people - not just properties - and we're always looking for ways to do better. If that sounds like your kind of place, we'd love to hear from you.

This role requires the successful candidate to complete a standard DBS check. A standard DBS check will show any spent and unspent convictions. This role will be required to visit/support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing. Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action, if any, you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.

To apply for this role please click on the apply button or for any enquiries please email. We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.