Resident Liaison Officer in London

Resident Liaison Officer

United Infrastructure is a dynamic and rapidly expanding business focused on delivering critical infrastructure projects across the utility and social infrastructure sectors. Our team of highly skilled specialists delivers innovative solutions to the complex challenges our clients face.

As a Resident Liaison Officer (RLO), you act as the primary link between residents, contractors, housing providers, and project teams during planned maintenance, refurbishment, regeneration, and compliance works within social housing properties. The role ensures residents are informed, supported, and engaged throughout the lifecycle of construction and maintenance projects, while helping contractors deliver works efficiently with minimal disruption.

Key Responsibilities

• Act as the first point of contact for residents before, during, and after works are undertaken.
• Conduct resident consultations, home visits, and pre‑start meetings to explain project scope, timelines, and expected impacts.
• Produce and distribute communication materials such as letters, newsletters, appointment reminders, and project updates.
• Coordinate access arrangements and support vulnerable residents who may require additional assistance.
• Manage resident enquiries, concerns, complaints, and compliments, ensuring issues are resolved promptly and professionally.
• Liaise closely with site managers, supervisors, housing officers, client representatives, and subcontractors to ensure effective communication.
• Monitor resident satisfaction levels through surveys and feedback processes and report findings to project teams.
• Support the delivery of social value initiatives, community engagement activities, and tenant engagement events.
• Maintain accurate records of resident interactions, complaints, access arrangements, and project communications.
• Ensure compliance with safeguarding, data protection, equality, diversity, and inclusion policies.

Qualifications & Skills

A successful Resident Liaison Officer requires excellent interpersonal and communication skills, empathy, problem‑solving abilities, and a strong customer‑focused approach. The role often involves working with diverse communities, including elderly residents, vulnerable individuals, and those with specific support needs. Key qualifications include:

• Strong verbal and written communication skills.
• Demonstrated ability to build rapport with a broad range of stakeholders.
• Experience in managing resident or customer service interactions and resolving concerns.
• Knowledge of safeguarding, data protection, and equality, diversity, and inclusion policies.
• Ability to work independently and collaboratively within multidisciplinary teams.

Equal Opportunities

United Infrastructure is committed to making every interaction a positive and inclusive experience. We welcome applications from all qualified candidates regardless of background, gender, race, education or other factors, and we remove barriers to access where possible.