Resident Involvement Officer

Hightown Housing Association Ltd; Hemel Hempstead; On-site; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Pension

Bonus

Car Parking

On Site Gym

Job summary

Hightown Housing Association Ltd is seeking a Resident Involvement Officer in Hemel Hempstead to strengthen resident engagement across services.

This fixed-term contract runs until 9 August 2027, offering a salary of £41,349 per annum for 35 hours per week, plus a benefits package including pension, bonus and car parking. The role focuses on engaging residents, groups and communities to influence service improvements.

Qualifications

• Experience of resident involvement, community development or customer engagement.
• Experience working in a customer-focused environment.
• Excellent communication, presentation and interpersonal skills.
• Strong organisational and time management abilities.
• Experience planning and coordinating events and activities.
• Ability to build positive relationships with a wide range of customers and stakeholders.
• Attention to detail and administrative skills.
• Knowledge of Microsoft Office applications.
• Confidence to work independently and use initiative.
• Commitment to excellent customer service and continuous improvement.

Responsibilities

• Deliver a high-quality resident involvement and engagement service.
• Develop and promote inclusive opportunities for customers to influence services.
• Facilitate resident panels, focus groups, consultations and scrutiny activities.
• Organising engagement events, forums and community initiatives.
• Gathering, analysing and reporting on customer feedback and satisfaction data.
• Working with colleagues across the organisation to drive service improvements.
• Supporting resident associations and community groups.
• Producing reports, taking notes at meetings, presentations and performance information.
• Communicating outcomes and demonstrating how resident feedback has influenced decisions.
• Encouraging participation from a diverse range of residents and communities.

Skills

Resident involvement

Customer focus

Communication skills

Organisational skills

Event coordination

Stakeholder relations

Attention to detail

MS Office

Independent working

Customer service

Tools

Microsoft Office

Job description

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Resident Involvement Officer

Reference: OCT20262511

Expiry date: 12:09, Mon, 19th Oct 2026

Location: Hemel Hempstead

Benefits: Pension, Bonus, Car Parking, On Site Gym

Fixed Term Contract until 09 August 2027
£41,349 per annum
35 hours per week
Hemel Hempstead

At Hightown Housing Association, we are looking for a Resident Involvement Officer to join our Housing team. This is an exciting opportunity to help strengthen resident engagement, influence service improvement and ensure customers remain at the heart of everything we do.

About the Role

As Resident Involvement Officer, you will lead on a wide range of customer engagement and participation activities, ensuring residents have meaningful opportunities to influence services and decision‑making across the organisation. You will work closely with residents, community groups and colleagues to develop engagement initiatives, analyse feedback and demonstrate how resident views have shaped service improvements.

You will play an important role in supporting compliance with the Regulator of Social Housing's Consumer Standards and helping to deliver Hightown's customer‑focused approach to service delivery.

What You Will Be Doing

• Delivering a high-quality resident involvement and engagement service
• Developing and promoting inclusive opportunities for customers to influence services
• Facilitating resident panels, focus groups, consultations and scrutiny activities
• Organising engagement events, forums and community initiatives
• Gathering, analysing and reporting on customer feedback and satisfaction data
• Working with colleagues across the organisation to drive service improvements
• Supporting resident associations and community groups
• Producing reports, taking notes at meetings, presentations and performance information
• Communicating outcomes and demonstrating how resident feedback has influenced decisions
• Encouraging participation from a diverse range of residents and communities

What We Are Looking For

• Experience of resident involvement, community development or customer engagement
• Experience working in a customer-focused environment
• Excellent communication, presentation and interpersonal skills
• Strong organisational and time management abilities
• Experience planning and coordinating events and activities
• The ability to build positive relationships with a wide range of customers and stakeholders
• Excellent attention to detail and administrative skills
• Good knowledge of Microsoft Office applications
• The confidence to work independently and use initiative
• A commitment to excellent customer service and continuous improvement

Knowledge of social housing legislation, regulation and resident engagement best practice would be advantageous. A full driving licence and access to a vehicle for business use is essential.

Why Join Hightown?

In addition to a rewarding career and supportive working environment, we offer a comprehensive benefits package including:

• 33 days annual leave including Bank Holidays
• Generous contributory pension scheme
• Life assurance cover
• Annual salary review
• Monthly attendance bonus
• Employee Assistance Programme
• Health and wellbeing initiatives
• Blue Light Card: Access to local and national retailers
• Hybrid working opportunities where business needs allow

All appointments are subject to satisfactory right to work, basic/enhanced DBS, reference and medical clearances.

We will be shortlisting and interviewing on an ongoing basis so may close the vacancy early.

We are an Equal Opportunities and Disability Confident Employer.