Job Description

Resident Liaison Officer - Compliance

£20.00phr LTD, 3 months temp to perm contract

Based in Walton on Thames, Surrey

Hybrid working available

As a Resident Liaison Officer (RLO) focusing on fire safety, compliance, and cladding projects, you will act as the primary point of contact for residents affected by essential building safety works. You will play a pivotal role in supporting residents throughout the process, ensuring they are informed, reassured, and engaged while works are carried out. This role is central to maintaining resident trust, achieving compliance standards, and supporting the delivery of safe, high-quality housing.

Key Responsibilities

Resident Engagement and Communication:

* Serve as the main contact for residents during fire safety, cladding remediation, and compliance projects.

* Provide clear, timely updates to residents on the scope, timeline, and impact of works.

* Address resident queries and concerns promptly, with sensitivity and professionalism.

* Organize and facilitate meetings, drop-in sessions, and consultations to keep residents informed and involved.

Support During Works:

* Ensure residents are supported through any temporary relocations, access requirements, or disruptions caused by the works.

* Work closely with contractors to minimize the impact of works on residents’ daily lives.

* Coordinate with internal teams to resolve access or safety issues that may arise.

Compliance and Fire Safety:

* Communicate fire safety measures and compliance requirements to residents, ensuring understanding and cooperation.

* Collaborate with the compliance and health & safety teams to address resident concerns related to building safety.

* Support the dissemination of fire safety information, including evacuation procedures and safety drills.

Complaint Handling:

* Act as the first point of contact for resident complaints related to fire safety, compliance, or cladding works.

* Log and track complaints accurately in accordance with the organization’s policies and procedures.

* Work collaboratively with relevant teams to investigate and resolve complaints promptly and fairly.

* Keep residents informed of progress and outcomes, ensuring resolutions are clearly communicated.

* Identify recurring issues and escalate them to management to support continuous improvement in service delivery.

Data and Reporting:

* Maintain accurate records of resident engagement, feedback, complaints, and resolutions.

* Provide regular updates to project managers and senior staff on resident concerns, complaints, project progress, and satisfaction levels.

Partnership Working:

* Work collaboratively with the Stock Investment, Compliance, and Health & Safety teams, as well as external contractors and consultants, to ensure smooth project delivery.

* Build strong relationships with residents to foster trust and confidence in the organization