United Infrastructure Ltd
Resident Liaison Officer
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Resident Liaison Officer
Resident Liaison Officer – United Infrastructure
About United Infrastructure
United Infrastructure is a dynamic and rapidly expanding business specialising in delivering critical infrastructure projects across two key sectors:
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Utility Infrastructure Our team designs, builds, and maintains critical water, energy (gas), power, and telecoms infrastructure for the UK’s largest network operators.
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Social Infrastructure We revitalise homes and communities through retrofit, refurbishment, and maintenance projects.
At United Infrastructure, we foster an equal opportunities and inclusive culture. If there’s anything we can do to support you—whether it’s making the process more accessible or addressing any barriers—please let us know.
About the Role
The Resident Liaison Officer (RLO) serves as the primary point of contact between residents, contractors, housing providers, and project teams during planned maintenance, refurbishment, regeneration, and compliance works in social housing.
This role is crucial for:
- Ensuring residents are informed, supported, and engaged throughout project lifecycles.
- Facilitating collaboration between contractors and residents to deliver works efficiently with minimal disruption.
- Maintaining resident satisfaction and helping contractors meet construction KPIs—particularly regarding customer service and social value.
- Building trust, openness, and transparency between all stakeholders to improve experience and reduce complaints.
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Key Responsibilities
Resident Engagement & Communication
- Be the first point of contact for residents before, during, and after works.
- Conduct consultations, home visits, and pre-start meetings to explain:
- Project scope and timelines
- Expected disruptions
- Produce and distribute effective communications (letters, newsletters, appointment reminders, project updates).
- Support people with specific needs, including vulnerable residents, to ensure fair access to works.
Support & Problem Resolution
- Handle all resident inquiries, complaints, and compliments—resolving issues promptly and professionally.
- Assess and mitigate any service failures to ensure customer-centric outcomes.
Collaboration & Coordination
- Liaise closely with:
- Site managers
- Supervisors
- Housing officers
- Client representatives
- Subcontractors
- Ensure efficient communication to maintain project timelines and quality.
Feedback & Performance Monitoring
- Monitor resident satisfaction levels through surveys, feedback, and social media.
- Report findings to project teams to encourage improvements.
- Support social value initiatives, community engagement, and tenant engagement events.
Record Keeping & Compliance
- Maintain detailed records of:
- Resident interactions
- Complaints and concerns
- Access arrangements
- Project communications
- Ensure compliance with:
- Safeguarding policies
- Data protection
- Equality, diversity, and inclusion guidelines
- Social Infrastructure Investor Package (ZEPPLI)
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What We Look For
A successful Resident Liaison Officer requires:
- Strong interpersonal and communication skills—excellent at listening, clarifying, and responding.
- Empathy and patience—capable of working sensitively with diverse communities, including:
- Elderly residents
- Vulnerable individuals
- Residents with specific support needs
- Essential problem-solving abilities to resolve conflicts or concerns.
- Proactive, proactive, resilience, “always looking for your own thing” customer-focused mindset.
- Attention to detail in planning, organization, and reporting.
- Ability to work independently and adapt to emerging challenges during construction phases.
Why Join United Infrastructure?
As a Resident Liaison Officer, you’ll play a critical role in: ✔ Building trust between residents, contractors, and projects. ✔ Reducing complaints and enhancing satisfaction. ✔ Improving property access priorities while minimising disruption. ✔ Social Housing Regulator Help ✔ Driving projects forward while prioritising social value.
Join us and contribute to innovative, sustainable infrastructure solutions that enhance the lives of thousands of UK residents.
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