Resident Liaison Officer (RLO)
Hillingdon | Permanent
£34,000 salary + £3,000 car allowance OR £34,000 + company van
We are recruiting for an experienced Resident Liaison Officer (RLO) to support a programme of decarbonisation and retrofit works across occupied residential properties in the Hillingdon area. This role is key to ensuring residents are fully informed, supported, and engaged throughout the works, helping projects run smoothly while maintaining high levels of resident satisfaction.
Scope of Works
The role will support works including:
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Decarbonisation programmes
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Cavity Wall Insulation (CWI)
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External Wall Insulation (EWI)
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Ventilation upgrades
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Window replacements
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Loft insulation and associated retrofit measures
The Role
As an RLO, you will act as the primary point of contact between residents, site teams, and the wider project team. You will manage communication before, during, and after works, ensuring residents understand the process, timelines, and any potential disruption.
Key Responsibilities
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Act as the main point of contact for residents throughout the works programme
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Deliver clear, timely communication regarding upcoming works, access requirements, and timescales
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Carry out pre-works visits, resident briefings, and post-completion follow-ups
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Manage resident queries, concerns, and complaints, resolving issues promptly and sensitively
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Liaise closely with site managers, contractors, and client teams to coordinate resident needs
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Maintain accurate records of all resident interactions and access arrangements
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Support vulnerable residents, ensuring appropriate adjustments are made where required
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Monitor resident satisfaction and feedback, escalating issues where necessary
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Ensure works are delivered in line with customer care standards and contractual requirements
What We’re Looking For
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Proven experience as a Resident Liaison Officer or in a similar customer-facing role within social housing or construction
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Experience working on decarbonisation, retrofit, or planned maintenance programmes
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Excellent communication and interpersonal skills
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Ability to manage multiple properties and priorities simultaneously
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Strong organisational and administrative skills
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Confident using IT systems to log communications and track progress
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Full UK driving licence
What’s On Offer
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£32,000 salary
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£5,000 car allowance OR company van
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Permanent role with long-term programme work
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Opportunity to work on environmentally focused improvement projects
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Supportive, collaborative working environment
If you are passionate about resident engagement and delivering positive customer experiences during major works programmes, this is an excellent opportunity to join a growing and impactful project.
