L&Q
Resident Liaison Officer
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About the Company
We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life. 250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England. At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q. L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk. At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.
About the Role
We are looking for an engaging, personable and resilient Resident Liaison Officer to join our busy site-based team supporting residents throughout remedial works, redevelopment and regeneration projects. The role will work closely with our Communities Manager, project teams, contractors and stakeholders to ensure residents are well informed, supported and engaged throughout the lifecycle of projects. The role sits within our Property and Investment division and plays a key role in delivering a customer-first approach, ensuring strong communication and positive resident experiences. If this sounds like you, we would love for you to apply!
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Responsibilities
- Act as the first point of contact for residents on regeneration, redevelopment, remediation and community projects, providing clear, accurate and timely information.
- Build positive relationships with residents, contractors, project teams and external stakeholders to ensure effective communication and successful project delivery.
- Support residents throughout project works, including coordinating appointments, responding to enquiries, managing resident communications and handling complaints professionally and empathetically.
- Identify and support vulnerable residents, adapting communication methods where required and helping ensure individual needs are considered throughout project delivery.
- Assist with temporary rehousing activities where required, including communicating options, coordinating practical arrangements and supporting residents through the process.
- Attend resident meetings, consultation events and site-based meetings, helping to build trust, manage expectations and address concerns.
- Contribute to community engagement initiatives and projects that promote community cohesion, employment opportunities, training initiatives and resident participation.
- Maintain accurate records, project updates and management information, ensuring risks, issues and resident concerns are identified and escalated appropriately.
- Occasional work outside of normal working hours may be required for events, evening meetings and project activities.
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Qualifications
Previous experience in resident liaison, housing, regeneration, construction, customer service or community engagement.
Required Skills
- Excellent communication skills, with the ability to explain complex information clearly and in plain English.
- A customer-focused and empathetic approach, particularly when supporting residents through challenging situations.
- Strong stakeholder management and relationship-building skills.
- Experience handling complaints and difficult conversations confidently and professionally.
- Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Strong written communication skills, including the ability to produce professional letters, emails and resident communications.
- Good IT skills across Microsoft Office and other business systems.
- A willingness to travel between sites and attend occasional evening or weekend meetings when required.
Preferred Skills
We look forward to reviewing your application and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.
Pay range and compensation package
Salary: £33,688 – £37,093 (Regional salary), dependant on experience.
Equal Opportunity Statement
L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices.
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