Resident Liaison Officer

Job Description

Capital Programme Resident Liaison Officer

Salary: £33,531 - £38,052 per annum

Grade: D

Contract Type: Permanent

Working Hours: Full Time, Monday – Friday - 37 Hours per Week

Do you enjoy working out on site? Do you have the skills to effectively liaise with residents?

This is not the average desk job……An excellent opportunity has become available within the Transforming Homes Team. We are now recruiting for a full time, contract position of Resident Liaison Officer.

Our customers are at the heart of everything we do and as our Resident Liaison Officer, you’ll ensure our residents are regularly engaged with and consulted on works to be carried out to their properties and that it meets their satisfaction and our specification.

You’ll work closely with colleagues and contractors to ensure seamless and prompt delivery of building work. In addition, you’ll set up and attend public meetings with residents, contractors and other colleagues to present investment proposals and maximise resident engagement. You’ll also act on behalf of residents, to ensure concerns, complaints and enquiries raised are effectively investigated and addressed, with outcomes communicated to those all involved.

To be considered for this role, you’ll have experience of working in a front-line customer focused and high volume area with a good understanding of housing management issues and building /refurbishment projects.

Key Responsibilities include:

The RLO will act as the primary point of contact for residents affected by damp, mould, and condensation issues, ensuring effective communication, resident support, and efficient case progression.

By strengthening resident engagement, the role will improve trust, reduce complaints, and support compliance with Awaab’s Law and the Housing Ombudsman’s Damp and Mould Spotlight Report recommendations.

This role will be the frontline contact and customer care role for Thurrock’s revised damp and mould processes in line with Awaab’s law.

The RLO will serve as a single point of contact for residents during their reports of Damp & Mould and will:

• Coordinate appointments, inspections, and works access.
• Communicate clearly about what works are planned and timescales.
• Provide proactive support to vulnerable residents, including referrals to welfare or tenancy management teams.
• Record and track resident feedback to improve service delivery.
• Ensure the service meets statutory timescales under Awaab’s Law (10 days for response, 7 days for remediation start).
• Assist the Project Team in proving necessary information and correspondence relating to Section 20 Consultations with leaseholders 
• Act as resident liaison officer for all aspects related to legal repair

Key experience and skills required:

• Able to use initiative and work pro-actively.
• A good sense of judgement, for example, in determining priorities and which issues should be brought to the attention of senior management.
• Able to develop and maintain effective working relationships.
• Organised; to work to deadlines.
• Advanced written and oral communication skills and proficiency in ICT.
• To behave in accordance with our values.
• Commitment to the principles of agile working, including the ability to work flexibly with regards to both hours of work and location, including remote and home working as required.
• Ability to travel to the Civic Offices and our partnering contractor offices, within the Borough.

DBS: Basic DBS is required for this post.

Closing Date:

Closing Date (Redeployment Only) 4th December 2025

Closing Date: Internal and External: 4th January 2026

Interview Date: TBC

If you would like an informal chat about the position, please feel free to email Joanna Bale on jbale@thurrock.gov.uk

Our vision – An ambitious and collaborative community which is proud of its heritage and excited by its diverse opportunities and future.

Thurrock Council is committed to equal opportunities. As a Disability Confident Employer, disabled people will be offered an interview where they meet all essential criteria on the person specification. We champion flexible working and job share applications are welcome.

We serve a diverse community where people are different yet equal. Diversity underpins everything we do.

To view the Job Profile and Person Specification please follow the link below:

Download Job Profile (PDF Document)

About us

Why Thurrock?

Working at Thurrock Council gives you the opportunity to join an organisation that is changing at pace, one where you can make a real difference to the lives of the people we serve.

Thurrock Council is moving towards a new community leadership approach which involves linking with local partners and communities as we shape our improvement for the years ahead.

This is an exciting time to join us, to shape the future success of our changing organisation and to have a positive influence on our borough.

Our location

Thurrock is located on the north bank of the river Thames. Our urban centres are a vibrant mix of established towns and new young communities, with a diverse and growing population of around 160,000 residents.

We are an emerging cultural and arts centre, home to the production centre for the Royal Opera House and the National Skills Academy for Creative and Cultural Skills. We have excellent retail and leisure opportunities, including Lakeside Shopping Centre, country parks, forests, and marshes.

Thurrock is just half an hour journey away from the centre of London by train and well connected by road.

Staff benefits

We offer lots of staff benefits, including a generous annual leave entitlement and hybrid working. We champion flexible working and job share applications are welcome.

Further information can be found here Employment benefits | Working for the council | Thurrock Council

Equality, Diversity & Inclusion

Thurrock Council is committed to equal opportunities. As a Disability Confident Employer, disabled people will be offered an interview where they meet all essential criteria on the person specification.

We serve a diverse community where people are different yet equal. Diversity underpins everything we do.

For further information about Thurrock Council please visit our website: Thurrock Council