Resident Liaison Officer in Hounslow

Resident Liaison Officer

This is an excellent opportunity for an experienced Resident Liaison Officer with a strong background in frontline resident engagement within housing, regeneration, or public sector environments. The role plays a vital part in supporting residents through building and capital works projects, ensuring clear communication, effective consultation, and positive resident outcomes.

Key Responsibilities

• Act as the first point of contact for residents affected by building and capital works projects, providing clear, timely, and empathetic communication.
• Plan, organise, and deliver resident consultation activities prior to works commencing, including statutory consultations with leaseholders.
• Invite and support residents to attend meetings with the project team and contractors, ensuring concerns are captured and addressed.
• Identify vulnerable residents, liaise with contractors and internal teams, and provide additional support throughout the works process.
• Maintain accurate records of resident contact, enquiries, complaints, and Members’ enquiries, ensuring responses are provided within prescribed timescales.
• Manage resident choices where appropriate, recording decisions accurately and ensuring they are communicated to relevant teams.
• Support the complaints process, working with internal teams to ensure timely and appropriate responses.
• Conduct resident satisfaction surveys and ballots where required, collating results and producing reports for management.
• Liaise with repairs and maintenance teams to support residents with related issues during works.
• Raise and manage work requests using internal ICT and housing systems.

About You

• Proven experience in a frontline, resident-facing or customer service role within housing, construction, regeneration, or the public sector.
• A strong understanding of the impact of building works on residents in their homes.
• Confident engaging with a wide range of stakeholders, including residents, contractors, and internal teams.
• A positive team player with a strong commitment to achieving excellent outcomes for residents.
• Awareness of health and safety considerations and experience supporting vulnerable residents.
• Calm, resilient, and able to manage challenging situations professionally.
• Strong organisational skills, with the ability to prioritise workloads and meet deadlines.
• Excellent written and verbal communication skills, with confidence producing professional correspondence and consultation materials.
• Competent in using ICT systems and maintaining accurate records.
• Evidence of ongoing professional development.

This role involves regular travel to sites, working in both indoor and outdoor environments, and occasional exposure to adverse conditions.

Recruitment practices to safeguard and promote the welfare of children and / or vulnerable adults apply to this post, and the successful candidate will be required to obtain a Disclosure and Barring Service (DBS) check.

If you are passionate about resident engagement and making a positive difference during major works projects, we would welcome your application. Apply now to be considered for the next stage of the recruitment process.

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