Resident Liaison Officer

Location: Whitchurch Rd, W11 4AT

Start Date: ASAP

Contract Duration: 3+ Months

Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week

Pay Rate: £ 20.86 per hour

Job Ref: (phone number removed)

Responsibilities

Provide seamless and proactive resident liaison advice, delivering front-line housing services for the transformation of Lancaster West into a model estate.

Offer information and support to tenants and leaseholders affected by major works, ensuring best value communication and consultation procedures.

Support the refurbishment team by delivering multi-channel services including face-to-face, telephone, and email, ensuring timely and empathetic customer updates.

Ensure effective administration, working with the Lancaster West Neighbourhood Team and Grenfell Housing Services to meet council policies, performance standards, and customer satisfaction requirements.

Liaise with contractors, set standards for engagement with residents, and coordinate resident information packs and updates.

Coordinate temporary or permanent re-housing of residents as necessary.

Advise Project Managers on the effects of capital works on residents and assist leaseholders with service charge payments for major works.

Secure satisfactory outcomes in disputes involving access to dwellings or other resident issues.

Efficiently process insurance and other claims submi...