Resident Liaison Officer (RLO) – Social Housing Permanent

Resident Liaison Officer (RLO)
Project: SHDF – Social Housing Decarbonisation Fund
Client: L&Q Framework
Salary: Up to £32,000 + £4,800 Car Allowance
Requirement: Must have own vehicle and full UK driving licence

About the Role

We are seeking an experienced and resident-focused Resident Liaison Officer (RLO) to support the delivery of Social Housing Decarbonisation Fund (SHDF) works across East London.

This is an exciting opportunity to play a key role in delivering energy efficiency and retrofit improvements to occupied social housing properties. Works may include insulation, window and door replacements, ventilation upgrades, heating system improvements, and other energy-saving measures.

As the main point of contact for residents, you will ensure projects run smoothly by building trust, managing expectations, and maintaining excellent communication throughout the lifecycle of the works.

Key Responsibilities

• Act as the primary liaison between residents, site teams, and the client
• Arrange and attend resident consultation meetings and property access appointments
• Clearly explain the scope of works, timelines, and any disruption expected
• Manage resident concerns, complaints, and vulnerable tenant needs with sensitivity
• Conduct pre-start visits and satisfaction surveys
• Maintain accurate records of all communications and resident interactions
• Support site teams in ensuring access is achieved to programme
• Work closely with project managers and supervisors to ensure smooth delivery

What We’re Looking For

• Proven experience as a Resident Liaison Officer within social housing, refurbishment, retrofit, or planned works
• Experience working on SHDF, ECO, or other decarbonisation/energy efficiency schemes (desirable)
• Strong communication and conflict resolution skills
• Ability to work independently across multiple sites
• Highly organised with good administrative skills
• Empathetic and professional approach when dealing with residents
• Full UK driving licence
• Must own a vehicle (essential for travelling across the borough)

What’s on Offer

• Salary up to £32,000 (dependent on experience)
• £4,800 annual car allowance
• Long-term 3-year framework stability
• Opportunity to work on a high-profile decarbonisation programme
• Supportive team environment with career progression potential