Resident Liaison Officer

We’re looking for a motivated and capable individual to join as a Resident Liaison Officer. At Southern Housing, our vision is to create communities where everyone has a safe home in a place where they are proud to live, with residents at the heart of everything we do.

Reporting to the Senior Disrepair Managaer, you’ll be the main point of contact for residents while maintenance works and projects are being delivered. You’ll work closely with residents, contractors, the Complaints Resolution Team and other internal teams to help shape services, identify individual requirements and maintain a high standard of customer care.


Your day-to-day responsibilities will include:

• Acting as the primary point of contact for residents having work carried out to their homes, estates or communal areas, including attending pre-work surveys where required.

• Preparing and providing residents with clear pre-works information, while maintaining regular and effective communication throughout the works.

• Organising, delivering and attending resident meetings, consultation activities, working parties, forums and focus groups.

• Managing complaints, including undertaking visits or investigations, and working with the Complaints Resolution Team to prepare responses and capture lessons learned.

• Analysing performance information and customer satisfaction feedback, preparing reports and presenting KPIs and other relevant data.


You’ll also contribute to continuous improvement by listening to resident feedback, identifying trends and learning points, supporting resident involvement and helping to improve the quality and effectiveness of our services.


This role is based at our Farringdon office with the option to work in a hybrid way where appropriate and as agreed with your manager. The role will also require the ability to undertake site visits.


About the team

You’ll be part of our Disrepair Resident Liaison team, working together to ensure residents are well informed, listened to and supported throughout the delivery of maintenance works and projects. The team collaborates closely with colleagues across Asset Management, Direct Services, Complaints Resolution and the wider organisation, as well as contractors and supply-chain partners, to support effective service delivery and provide residents with a consistently high standard of customer care.