Job title: Resident Liaison Officer (Development) 20 hours per week Mon-Fri
Salary: £17,649
Application deadline: 12 noon on Wednesday 29 July 2026
Responsible to: Development Project Manager
Purpose of the role
The Resident Liaison Officer (RLO) for our development works is the key contact for residents who live in and around our homes that are affected by our development plans. The RLO is responsible for ensuring pro-active and timely communications with residents throughout the development works, as well as managing the decant process. The role also involves working closely with our contractors and consultants.
Key accountabilities
- To be the key contact for residents living in homes effected by our development works, both before projects start and during site works
- To proactively manage all decants and associated works
- Explaining what work is being carried out and when
- Providing updates on progress and any changes to schedules.
- Answering residents' questions and concerns
- Booking appointments for contractors to enter properties
- Ensuring residents are informed about required access
- Identifying residents who may need extra assistance, such as elderly or disabled occupants
- Carrying out pre-start visits
Duties
1. To work as part of the development team, providing a pro-active and personal development-related service to residents
2. To act as the ‘voice’ for residents affected by development plans, ensuring that their views are heard and listened to by Sutton Housing Society (SHS) and contractors as appropriate
3. To provide timely information, advice and support to residents whose homes are impacted by our development plans
4. To work with the wider SHS team, to ensure genuine and proper engagement with residents
5. To take an active role in developing, agreeing and managing the residents’ consultation plans for individual development projects
6. To lead and co-ordinate the temporary or permanent decant (re-housing) of residents where necessary. This will include a lot of practical help and assistance, arranging furniture removal and storage, furnishing decant flats, co-ordinating repair / empty homes work etc and will require the RLO to be innovative and flexible in your approach
7. To ensure regular contact with the contractor on issues that affect residents
8. Advise the Development Project Manager of potential issues and / or concerns relating to development work on current residents
9. Provide information and assistance to residents concerning service charges, refunds, disturbance payments etc. and to process these as necessary
10. Work with the development contractors, consultants and SHS staff to address any difficulties that arise with residents; this may involve some “trouble shooting” and innovative thinking
11. Attend suitable development related meetings as required
12. Carry out Equality Assessments for every development project, ensuring these are reviewed regularly when works are underway
13. Coordinate and facilitate suitable resident meetings / surgeries for residents. (This may require working outside normal working hours and at evenings and at various locations throughout the borough).
14. Establish and maintain a lessons learned file for each project, sharing the results to take into the next project
15. Review and maintain a suitable system for reporting repairs and / or defects arising during the development work and during the relevant defects period
16. Undertake resident feedback surveys following the completion of the development work
17. To contribute to the effective running of the service area through attendance at meetings and training events, as required
18. To comply with all SHS policies, procedures and guidelines, including data protection, safeguarding, equality and diversity, financial regulations and health and safety
19. To undertake own administration and ensure information / files are maintained and kept up to date
20. To represent Sutton Housing Society externally in an appropriate and professional manner, and in accordance with Sutton Housing Society’s values and expected standards of behaviour and conduct
21. To support your own personal development by attending training events as required.
22. To undertake any other duties commensurate with this post, as directed by your line manager / Chief Executive
23. This is a description of the job as it is presently constructed. This will be reviewed periodically and updated to ensure that the job description fully reflects the responsibilities of the job
Person specification: Resident Liaison Officer (Development)
The Person Specification states the minimum knowledge, skills and experience required to carry out the job.
Experience:
- Experience of working with the public
- Experience of dealing with people in difficult situations
All are essential
Job related knowledge, aptitude and skills:
- Attention to detail, accurate and numerate
- A great organiser
- Excellent communication skills
- Experience of using Microsoft Office, including proficiency in creating spread sheets
- A great relationship builder
- Ability to work alone under pressure and meet deadlines
- Ability to work positively with older people
- Customer service focus
- Ability to, on occasion, work outside regular office hours
- Ability to drive, with a full driving license and access to a vehicle
All are essential
Personal Qualities:
- A great team player and relationship builder
- Warm, compassionate, and approachable, with a sense of humour
- A positive approach to work and life, willing to take responsibility for own actions
- Open and honest, with a strong sense of integrity
- Hardworking, flexible and willing with ‘can do’ attitude
- Wanting to make a difference every day
- Committed to equality and diversity
- Ability to use own initiative and judgement
- A creative and problem-solving approach to work
All are essential
Working 20 hours per week, we offer 25 days annual leave (pro rata) excluding bank holidays, together with a holiday purchase and sell back scheme, a defined contribution pension (up to 8% employer contribution), life cover (3x salary), health cover and a training budget.
Job Types: Part-time, Permanent
Pay: £17,649.00 per year
Expected hours: 20.0 per week
Benefits:
- Additional leave
- Company pension
- Enhanced maternity leave
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Application question(s):
- For more information or an informal chat about the role, please contact Ray Alder via email at [email protected] or call 07525 910 255
- Applicants must complete a job application form. Please visit our website for the job description and application form:
https://suttonhousingsociety.org.uk/about-us/working-for-us/
Application deadline - 12 noon on Wednesday 29 July 2026 Interviews are expected to be arranged for between 17 - 21 Aug 2026.
Work Location: In person
