Damp & Mould Resident Liaison Officer

Job Description

Salary range: Grade 6 £36,693- £37,794p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon

Damp and Mould Resident Liaison Officer

Helping residents through damp and mould issues, from report to resolution.

We’re looking for a Damp and Mould Resident Liaison Officer to be a key point of contact for residents while damp and mould issues in their homes are being addressed.

The role

You’ll manage the resident-facing coordination of damp and mould cases, working closely with residents, contractors, operatives and Housing colleagues to make sure inspections and works are progressed and residents are kept informed.

You’ll:

• maintain regular contact with residents throughout their case, including where works are delayed or change
• arrange access, inspections and appointments and coordinate with contractors and in-house operatives
• monitor open and outstanding works and follow actions through to completion
• visit residents and provide approved information before works where required
• maintain accurate case records and respond to resident enquiries
• work across frontline and back-office teams to resolve issues and prevent cases from stalling
• identify delays, risks, recurring issues or contractor performance concerns and escalate these appropriately
• support contractor and service performance, including invoice and valuation checks and post-inspection activity where required.

Technical diagnosis and specialist surveying decisions remain with the appropriate technical officers.

What we’re looking for

We’re looking for someone who understands the importance of responding effectively to damp and mould and providing a good resident experience.

You’ll need:

• knowledge or experience of housing, repairs, property maintenance or damp and mould, with an understanding of responsive repairs processes
• experience of working with residents or customers, and contractors
• excellent customer service, communication and interpersonal skills, with the ability to handle difficult conversations sensitively
• strong organisation and case-management skills, with the ability to coordinate appointments and actions and follow issues through to resolution
• good record-keeping and digital skills
• the ability to identify when issues, delays or risks need to be escalated
• an understanding of health and safety, safeguarding and the needs of vulnerable residents.

Why join us?

This is an opportunity to join a service where your work will have a direct impact on residents and the quality of their homes. You’ll be part of a team focused on improving how we respond to damp and mould, with opportunities to develop your career in Housing.

We offer:

• Career Development – opportunities to learn, develop and build your career
• Local Government Pension Scheme
• Up to 31 days annual leave, subject to eligibility, plus Bank Holidays and the option to purchase additional leave
• Work Life Balance – flexible and agile working in line with service requirements
• Family Friendly policies
• Employee Assistance Programme – confidential support available 24/7
• Inclusive Culture – working in a diverse organisation where everyone is valued
• Make a Difference – work that directly improves services and outcomes for Croydon residents

To view the job profile please click here

Application closing date: Friday 2 October 2026

Assessment/Interviews: Week Commencing 26 October 2026

Apply early

This vacancy may close without notice if a sufficient number of applications are received. Early application is therefore encouraged.

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. We guarantee an interview to disabled applicants who meet the minimum criteria for the role.

About us

Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes:

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.