Resident Liaison Officer

Client

Local authority in Newham

Job Title

Resident Liaison Officer

Pay Rate

300 DAILY UMBRELLA

Hours

36 hours Mon to Fri (09:00:AM - 05:00:PM)

Duration

Initial 3 month contract

Location

HYBRID WORKING-3 days office based dockside Newham

Description

OVERALL ROLE PURPOSE:

To manage Newham Council's relationships with all residents, both tenants and leaseholders in the delivery of our investment programme of housing refurbishment projects so that the building works are delivered efficiently and to ensure residents are empowered through effective communication, consultation and resident choice so that resident satisfaction is maximised, overseeing and advising constructors and their resident liaison staff in respect of all matters relating to resident consultation and involvement.

To undertake all responsibilities listed below:

Resident Engagement & Communication

• Act as the main liaison between residents, contractors, and internal teams throughout the lifecycle of housing works (e.g. major works, compliance, planned maintenance, disrepair).
• Provide clear, timely, and accessible information to residents about upcoming works, timescales, access requirements, and potential disruption.
• Carry out pre-works visits, resident briefings, drop-ins, and post-completion follow-ups.
• Support vulnerable residents by identifying needs and ensuring reasonable adjustments are made.

Issue Resolution & Customer Care

• Handle resident enquiries, concerns, and complaints professionally, resolving issues at first point of contact where possible.
• Escalate complex issues to the appropriate officer or contractor and track actions to resolution.
• Maintain accurate records of resident interactions, issues, and outcomes.

Programme & Contractor Support

• Work closely with Project Managers and Surveyors to ensure resident considerations are built into delivery plans.
• Monitor contractor performance from a resident-experience perspective and provide feedback.
• Support access arrangements and minimise no-access cases.

Monitoring & Reporting

• Keep logs of engagement activity, access issues, vulnerabilities, and complaints.
• Contribute to performance reporting, lessons learned, and service improvement initiatives.

EXPERIENCE:

1. Experience working in a resident-facing or customer-focused role, ideally within housing, construction, or local authority services.
2. Strong communication skills, with the ability to explain technical information clearly to non-technical audiences.
3. Experience managing sensitive situations and resolving complaints or conflict.
4. Good organisational skills and ability to manage multiple sites or workstreams.

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