Resident Liaison Officer (RLO)

Resident Liaison Officer (RLO) – Haringey, North London

We are seeking an experienced and proactive Resident Liaison Officer to support refurbishment works in Haringey, North London. The RLO will act as the key point of contact between residents, contractors, and the project team, ensuring clear communication, minimal disruption, and a positive resident experience throughout the programme.

Key Responsibilities

• Resident communication & engagement: Build strong, professional relationships with residents, including vulnerable households. Issue all resident notifications, letters, and updates regarding upcoming works, access requirements, and programme changes. Organise and attend resident meetings, drop‑in sessions, and community engagement events.
• Access & appointment management: Coordinate access for surveys, inspections, and contractor visits. Maintain accurate appointment schedules and ensure residents are informed in advance. Work closely with site teams to minimise failed access and delays.
• Support during works: Provide residents with clear information about the scope of works, timescales, and potential disruption. Conduct pre‑start visits, needs assessments, and vulnerability checks. Ensure temporary facilities or special arrangements are in place where required.
• Issue resolution & complaints handling: Log, investigate, and resolve resident concerns promptly and professionally. Escalate complex issues to the Project Manager or relevant teams when necessary. Maintain accurate records of all interactions, complaints, and resolutions.
• Compliance & reporting: Ensure all resident communication complies with organisational policies and contractual requirements. Maintain up‑to‑date records, trackers, and reports for internal and client use. Support safeguarding procedures and ensure vulnerable residents receive appropriate assistance.

Skills & Experience

• Previous experience as an RLO, Tenant Liaison Officer, or in a customer‑facing role within social housing, construction, or local authority services.
• Strong communication and interpersonal skills, with the ability to engage confidently with diverse communities.
• Excellent organisational skills and the ability to manage multiple tasks simultaneously.
• Empathy, patience, and a resident‑focused approach.
• Ability to identify and support vulnerable residents.
• IT‑literate, with experience using MS Office and CRM systems.
• Knowledge of Haringey or North London housing environments is desirable.

Additional Requirements

• Full UK driving licence (desirable depending on project setup).
• Enhanced DBS may be required depending on resident profile.
• Flexibility to attend occasional evening or community events.

Equal Opportunities Statement

At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.