Resident Liaison officer

Position: Resident Liaison officer (Permanent)
Location: Hammersmith

Resident Liaison Officer | Hammersmith | SHDF Retrofit Project

Social Housing – Planned Maintenance | £22.57 per hour

Are you an experienced Resident Liaison Officer (RLO) looking for a long-term role on a high-profile project We are seeking a proactive RLO to join a leading contractor delivering SHDF (Social Housing Decarbonisation Fund) works across Hammersmith.

This is a vital role helping residents navigate energy-efficiency upgrades, including external wall insulation, solar panels, and new heating systems.

THE OFFER

Pay Rate: £22.57 per hour

Contract Type:
Ongoing Temporary (Long-term project)

Location:

Hammersmith (Site-based across the borough)

Sector:
Social Housing / Net Zero & Retrofit

Hours:

Monday – Friday, 8:00 am – 5:00 pm

Vehicle Requirement: MUST drive and have access to your own vehicle (Mileage expensed during the temporary period).

THE ROLE

As the RLO, you will be the primary link between the site production team and the residents. SHDF works are intensive and require a high level of "hand-holding" to ensure residents understand the benefits and processes of the retrofit works.

Key Responsibilities:

Resident Engagement:
Conduct pre-start surveys and home visits to explain the scope of works (insulation, solar, heating upgrades).

Access Management:
Coordinate and secure access to properties, ensuring the program of works remains on schedule.

Technical Communication:
Translate technical "Decarbonisation" jargon into easy-to-understand information for residents.

Conflict Resolution:
Handle resident queries, complaints, and anxieties professionally, ensuring a "Right First Time" experience.

Documentation:
Keep detailed records of resident interactions, site photos, and signed-off satisfaction surveys via digital systems.

Community Liaison:
Attend resident meetings and coffee mornings to provide project updates.

CANDIDATE REQUIREMENTS

Experience:

Proven experience as an RLO (Resident Liaison Officer) or TLO (Tenant Liaison Officer) within the Social Housing sector.

Sector Knowledge:

Experience with Planned Works (Kitchens & Bathrooms) is good, but experience with External Refurbishment or Retrofit schemes is highly desirable.

Transport: A full UK Driving Licence and access to your own vehicle for daily site travel across Hammersmith is essential.

Soft Skills:

Exceptional empathy, patience, and the ability to manage difficult conversations with diverse residents.

IT Literacy:
Proficient in using Microsoft Office and digital handheld devices for reporting.

If you are a resident-focused professional with a car and want to be part of the "Green Revolution" in social housing, apply now with your updated CV