Resident Liaison Officer

CIH International Housing Group; Romford; On-site; GBP 39,000 - 43,000; Full time

Job summary

The London Borough of Havering is seeking a Resident Liaison Officer to join the Housing Property Services team. This field-based role focuses on communicating planned works to residents, leaseholders and other stakeholders, supporting consultation events, and coordinating information for tenants.

Based in Havering, you will visit construction sites and residents' homes, manage meetings, and help develop engagement strategies while ensuring high levels of customer service and inclusion.

Qualifications

• Experience in customer service, housing or related service delivery area.
• Ability to deal with challenging or difficult situations effectively and is committed to inclusion, equality and diversity.
• Administrative/clerical and IT experience; confident using social media and remote communication (e.g., Microsoft Teams).
• Experience coordinating and delivering resident consultation events.
• Flexible and open to change; able to prioritise workload and meet deadlines.
• Able to work independently and as part of a team.

Responsibilities

• Our Resident Liaison Officer is the first point of contact for queries regarding planned works to our properties. You will communicate with a range of stakeholders including residents and leaseholders.
• This is a full time, field working position, based out in the community; you will predominantly visit construction sites, public venues and residents' own homes.
• You will need excellent customer service, negotiation and partnership skills to aid in the delivery of maintenance and upgrade works.
• You will attend and provide administrative support for meetings and consultation events, which may require some evening and weekend working.
• You will assist in producing communication and literature for tenants and monitor tenant satisfaction.
• You will assist the Senior Resident Liaison Officer in producing the Stakeholder Engagement Strategy and liaising with Project Managers, Contractors, Lead Members and Councillors.

Skills

Communication

Customer service

Problem solving

IT & social media

Resident consultation

Flexible & collaborative

Team player

Driving licence

Education

GCSE standard

Job description

Job Description

Grade 6: £39,276 - £42, 771 p/a - 12 Month Fixed Term Contract/Secondment Opportunity.

Contract Type: Temporary / Maternity Cover

Location: Field Based

Why Apply

The London Borough of Havering owns and manages over 11,000 homes with a significant development and regeneration programme which will deliver essential affordable homes across the borough.

We have introduced a new Housing Asset Management Strategy and have significant programmes of work to deliver including Building Safety, Decent Homes and Compliance works. We have committed to net Zero Carbon by 2040 and are developing strategies and programmes to deliver this essential goal.

We are continually looking to transform how we deliver housing services to our customers, putting them at the heart of everything we do.

To help us deliver an exceptional service, we are looking for a Resident Liaison Officer to join the Housing Property Services, Major Works and Direct Delivery team.

Key Responsibilities

Our Resident Liaison Officer is the first point of contact for queries regarding planned works to our properties. You will be responsible for effectively communicating with a range of stakeholders in relation to all planned works, which will involve resident consultation and providing support and advise to residents as well as leaseholders.

This is a full time, field working position, based out in the community. The successful applicant will predominantly be visiting construction sites, public venues and residents' own homes.

You will need excellent customer service, negotiation and partnership skills to aid in the delivery of a number of important maintenance and upgrade works.

You will attend and provide administrative support for meetings and consultation events, which may require some evening and weekend working. You will assist in producing communication and literature for tenants as well as monitoring tenant satisfaction.

You will assist the Senior Resident Liaison Officer in producing the Stakeholder Engagement Strategy for all planned works, communicating with residents, leaseholders, Project Managers, Contractors, Lead Members and Councillors

You will work in collaboration with a range of different services including the Repairs Team, Asset Management, Compliance as well as a range of internal teams including our Communications & Media teams, Complaints and Housing Services.

We are looking for

• An effective communicator with a professional and customer-orientated approach.
• An individual with experience in a customer service, housing or related service delivery area.
• Has the ability to deal with challenging or difficult situations effectively and is committed to inclusion, equality and diversity.
• Administrative/clerical and IT experience, you will need to be confident using social media and remote communication, such as Microsoft Teams.
• Experience of coordinating and delivering resident consultation events.
• Flexible and open to change, prioritising your workload to meet deadlines/objectives, and the ability to work collaboratively with colleagues and others.
• A team player - experience working both independently and as part of a team.
• Must have a good general level of education (to GCSE standard)
• An individual with a full driving licence and access to a vehicle for work purposes.

For an informal discussion about the post, please contact Maria Hill, Senior Resident Liaison Officer on: 01708 43 16 66 or [e-mail]

The closing date for the receipt of applications is Sunday 13th September 2026 however interest in this job may be high and we therefore reserve the right to close the vacancy early.

Previous applicants need not apply.

You will be notified if your application has been successful.

Additional Information

We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering.

The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

About Us

With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.

Find out why you should work for Havering Council.