Resident Liaison Officer - Kitchens And Bathrooms

Randstad Construction and Property; Northampton; On-site; GBP 24,000 - 32,000; Full time

Job summary

Randstad Construction and Property is seeking an experienced Resident Liaison Officer to manage resident communications on a fast-paced social housing refurbishment project across Northampton and Kettering.

The role focuses on pre-work surveys, explaining work scopes and schedules, and guiding residents through choices while coordinating access to minimise disruption and maintain high resident satisfaction.

Qualifications

• Social Housing Background: Demonstrable experience working as an RLO or Tenant Liaison Officer (TLO) specifically on social housing planned maintenance schemes.
• Kitchen & Bathroom Experience: Strong familiarity with internal refurbishment programs and the day-to-day impacts of living through kitchen/bathroom refits.

Responsibilities

• Communicate with residents, explain work scopes and schedules prior to start.
• Serve as primary contact for resident queries and concerns during refits.
• Coordinate access and minimize delays due to no-access.
• Guide residents through color/style choices for units per contract specs.
• Log and resolve complaints, escalate as needed.
• Assist with sign-off documentation and handover after completion.

Skills

Interpersonal skills

Conflict resolution

Written communication

Empathetic approach

Job description

Role: Resident Liaison Officer (RLO)

Location: Northampton & Kettering (covering social housing sites across both areas)

Contract Type: Temporary / Fixed-Term (Immediate Start - March 2027)

Sector: Social Housing / Planned Maintenance (Kitchens & Bathrooms)

About the Role

We are looking for an experienced Resident Liaison Officer (RLO) to manage resident communications on a fast-paced planned maintenance contract across Northampton and Kettering.

This role focuses on internal refurbishments (kitchens and bathrooms) within occupied social housing properties. You will act as the vital bridge between residents, site management, housing association client teams, and sub-contractors to ensure smooth project delivery, minimal disruption, and high resident satisfaction.

Key Responsibilities

• Resident Communications: Conduct pre-work surveys, deliver consultation packs, and explain work scopes and schedules to residents prior to start dates.
• Day-to-Day Liaison: Act as the primary point of contact for resident queries, concerns, or special requirements during active kitchen and bathroom refits.
• Access Management: Work closely with tenant populations and site teams to maintain access schedules and minimise no-access delays.
• Choice Options: Guide residents through color/style choices for units, worktops, tiles, and flooring according to contract specifications.
• Complaints & Feedback: Log, investigate, and resolve resident complaints promptly, ensuring all issues are escalated to site leadership where appropriate.
• Quality & Handover: Conduct post-completion satisfaction surveys, assist with sign-off documentation, and hand over completed works.

Key Requirements & Experience

• Social Housing Background: Demonstrable experience working as an RLO or Tenant Liaison Officer (TLO) specifically on social housing planned maintenance schemes.
• Kitchen & Bathroom Experience: Strong familiarity with internal refurbishment programs and the day-to-day impacts of living through kitchen/bathroom refits.
• Local Knowledge: Ability to travel regularly between sites across the Northampton and Kettering regions.
• Communication Skills: Exceptional interpersonal, conflict-resolution, and written communication skills with an empathetic approach.
• Licence & Transport: Valid UK Driving Licence and access to a reliable vehicle (mileage reimbursed where applicable).

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.