Job Description – Resident Liaison Officer (RLO)

Location: Westminster and surrounding areas
Contract: Temporary to Permanent
Salary: Up to £34,000 basic + £4,560 car allowance
Total Package: £38,560

About the Role

We are currently recruiting for an experienced Resident Liaison Officer (RLO) to join a team delivering kitchen and bathroom refurbishment works across social housing properties in Westminster and the surrounding areas.

The successful candidate will be responsible for acting as the main point of contact between residents, contractors and the project team, ensuring refurbishment works are communicated clearly and carried out with minimal disruption to residents.

Key Responsibilities

• Act as the main point of contact for residents throughout kitchen and bathroom refurbishment programmes.

• Liaise with residents to arrange access, appointments and communicate work schedules.

• Explain the refurbishment process, timescales and any potential disruption.

• Manage resident queries, complaints and concerns professionally and promptly.

• Build positive relationships with residents, contractors and site teams.

• Carry out property visits and keep residents updated on progress.

• Maintain accurate records of resident communications, appointments and feedback.

• Support the project team in resolving issues and ensuring works are completed to a high standard.

• Ensure residents are treated with respect and kept informed throughout the refurbishment process.

Essential Requirements

• Direct experience as a Resident Liaison Officer within social housing.

• Previous, hands-on experience supporting kitchen and bathroom refurbishment programmes – this is essential.

• Excellent communication and customer service skills.

• Experience dealing with resident concerns, complaints and access issues.

• Strong organisational skills and the ability to manage multiple properties and appointments.

• A professional, approachable and proactive attitude.

What’s on Offer?

• Temporary-to-permanent opportunity.

• Basic salary of up to £34,000.

• Additional £4,560 car allowance.

• Total annual package of £38,560.

• The opportunity to work on social housing refurbishment programmes across Westminster and the surrounding areas.

Please note: Candidates must have direct kitchen and bathroom refurbishment experience alongside a background in resident liaison within social housing. Applications without this specific experience will not be considered.