Resident Involvement and Accountability Officer

Title: Resident Involvement and Accountability Officer

Contract Type: Fixed-Term Contract until 30th September 2026 Full-Time, 35 hours p/w

Salary: £35,951 per annum (London weighted salary) or £32,188 per annum to £x per annum (Regional salary), dependant on experience

Grade: 7

Reporting Office: London, Stratford or Manchester, Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 27th October 2025

Interview Date: 6th-7th November 2025 at our L&Q Stratford Office

Please click here for the role profile Resident Involvement and Accountability Officer Role Profile.docx

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Resident Involvement Team at L&Q:

We are looking for a person with an enthusiasm for and skills in involving people in the decisions that impact on their lives, to help drive forward our ambitious resident involvement and accountability programme.

You will have experience within a customer facing environment, and will take pride in building good relationships, shared understanding and delivering quality outcomes for those you serve.

You will sit at the heart of the organisation, in our central Governance and Transformation Directorate. You will be part of a small, collaborative, impact-focused and values-driven team. You will play an important role in building relationships with residents who are looking to get more involved with us. You will join them up with meaningful volunteer opportunities that meet their particular interests, skills and talents. You will also draw on their feedback to help ensure that we are providing supportive, inclusive, meaningful and enjoyable opportunities for everyone who wants to, to get involved and have their say.

If this sounds like you, we would love for you to apply!

Your impact in the role:

This role supports the implementation and continual improvement of L&Q’s strategic approach to resident involvement and accountability. By supporting the business to create meaningful, impactful, and enjoyable resident involvement activities that help L&Q to strengthen the resident-centred working cultures, organisational behaviours and ongoing business improvement and use of resident insight and feedback. This role will specifically meet its purpose by: onboarding involved residents, managing communications and ongoing contact with involved residents and business stakeholders including monthly invites to our database and quarterly newsletters for internal and external use. It will also involve helping to organise events, supporting the Resident Involvement and Accountability Partners in the delivery of specific projects and What you'll bring: involvement opportunities as well as answering general queries from residents and other business areas about resident involvement. What you'll bring:

• Excellent customer service skills, highly developed listening and verbal communication skills and an ability to build rapport with a diverse range of people, while setting appropriate professional boundaries.
• Experience of involving volunteers, service users or other participatory groups – ability to demonstrate awareness of key issues in effectively managing relationships with these groups and knowledge of best practice of volunteer management.
• Highly developed organisational, event planning and project delivery skills. With the ability to multitask and meet deadlines.
• Some experience in continuous improvement (e.g. contributions to identifying best practices, increasing impact, and improving processes and ways of working).
• Good written and oral communication skills -able to demonstrate ability to adjust tone of voice to communicate to a range of business and customer audiences, attention to detail and confidence in communications.
• Strong admin skills with the ability to produce and maintain accurate records and databases.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.

At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us!

#TJ