Tenant Liaison Officer

Palm Yorkshire Ltd; Leeds; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Company van

Ongoing training and development

Job summary

Palm Yorkshire Ltd in Leeds is seeking an organised Tenant Liaison Officer to support our kitchen and bathroom improvement programme in occupied social housing properties. You will be the main point of contact between tenants, site teams, subcontractors and the client, ensuring residents are informed and supported throughout the works.

The role requires excellent communication, strong organisation and the ability to handle sensitive resident needs.

Qualifications

• 2 years experience as Tenant Liaison Officer or similar.
• Experience with planned kitchen/bathroom programmes or social housing preferred.
• Able to communicate with tenants from diverse backgrounds; strong written communication.

Responsibilities

• Contact tenants to introduce planned works and explain what to expect.
• Arrange and confirm surveys, appointments and installation dates.
• Conduct pre-start visits and complete tenant induction paperwork.
• Keep tenants updated throughout their kitchen or bathroom installation.
• Liaise with site managers, supervisors, operatives and subcontractors.
• Identify vulnerable residents or additional support requirements and make suitable arrangements.
• Manage access issues, missed appointments and changes to the programme.
• Respond professionally to tenant questions, concerns and complaints.
• Maintain accurate records of all calls, visits, appointments and agreed actions.
• Complete customer satisfaction surveys following completion.
• Support the resolution of outstanding works, defects and tenant concerns.
• Attend client and internal progress meetings when required.
• Promote a positive and professional image of the company.

Skills

Tenant liaison experience

Customer service

Organised

Communication

Full UK driving licence

Job description

We are looking for an organised, approachable and dependable Tenant Liaison Officer to support the delivery of our planned kitchen and bathroom improvement programme within occupied social housing properties.

You will act as the main point of contact between tenants, site teams, subcontractors and the client, ensuring residents are fully informed and supported throughout the works. This is a busy, tenant-facing role that requires excellent communication, strong organisation and the ability to deal sensitively with residents’ individual needs.

Key Responsibilities

• Contact tenants to introduce the planned works and explain what they can expect.
• Arrange and confirm surveys, appointments and installation dates.
• Conduct pre-start visits and complete tenant induction paperwork.
• Keep tenants updated throughout their kitchen or bathroom installation.
• Liaise closely with site managers, supervisors, operatives and subcontractors.
• Ensure tenants understand how to prepare their property before works begin.
• Identify vulnerable residents or additional support requirements and make suitable arrangements.
• Manage access issues, missed appointments and changes to the programme.
• Respond professionally to tenant questions, concerns and complaints.
• Maintain accurate records of all calls, visits, appointments and agreed actions.
• Complete customer satisfaction surveys following completion.
• Support the resolution of outstanding works, defects and tenant concerns.
• Attend client and internal progress meetings when required.
• Promote a positive and professional image of the company at all times.

About You

The successful candidate will:

• Have previous experience in a Tenant Liaison Officer, Resident Liaison Officer, customer service or housing-related role.
• Ideally have experience working on planned kitchen and bathroom programmes or within social housing.
• Be confident communicating with tenants from a wide range of backgrounds.
• Have a calm, patient and professional manner.
• Be highly organised and able to manage multiple properties and appointments.
• Be comfortable handling complaints and resolving issues sensitively.
• Have good written communication and basic IT skills.
• Be able to work independently while remaining part of the wider delivery team.
• Understand the importance of confidentiality, safeguarding and tenant wellbeing.
• Hold a full UK driving licence.

What We Offer

• Company van.
• Full support from the contracts and site management team.
• Ongoing training and development.
• A varied role working within an established kitchen and bathroom improvement programme.
• Competitive salary based on experience.

This is an excellent opportunity for someone who enjoys working with people and wants to play an important role in improving tenants’ homes and their overall experience of the works

Experience:

• Tenant/Resident Liaison Officer: 2 years (required)

Pay: From £30,000 a year

Hours: Full Time - 40 hours per Week, Monday to Friday)