JOB DESCRIPTION

Job Title:

Resident Liaison Officer

Grade:

Grade 5

Reporting To:

Planned Team Leader

Responsible For:

Not applicable

Liaison With:

Internal stakeholders, consultants, contractors,

residents, leaseholders, and other external
stakeholders

Location:

Various offices

Main Objectives:
1.

To assist the Planned Project Managers in all aspects of resident

engagement on all planned maintenance activity.

2.

To develop a resident database for use by L&Q staff and external

stakeholders for assistance in delivering all planned maintenance work
programmes.

3.

To liaise closely with residents in their homes, to discuss their specific

circumstances and create household profiles to assist the delivery of
planned maintenance works programmes with the minimum of
disruption.

4.

To work closely with external stakeholders in identifying solutions where

residents have non standard installation requirements/difficulties.

5.

To assist the Planned Project Managers in encouraging and developing

resident participation in all aspects of scheme design and delivery.

6.

To be the first port of call for residents who are experiencing difficulties
with the implementation of planned maintenance works.

7.

To assist the Planned Project Managers in their duties as necessary.

Key Areas of Responsibility:

1.

Produce a comprehensive database of L&Q residents, including details

of disabilities, language issues, elderly, etc.

2.

To liaise with residents prior to contractors commencing pre

works/surveys, to ensure that the residents are fully aware of the scope
of works, estimated timescales, both L&Q and the residents
responsibilities and details of the appointed contractor.

3.

To provide a copy of the most recent Property Standard document

identified in a current work programme.

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4.

To attend and assist the Planned Project Managers at all meetings with
residents and external stakeholders on all planned maintenance
programmes.

5.

To work closely with the Planned Project Managers in producing a

communications strategy identifying key groups/individuals and
agreeing a clear process for resident engagement which reaches out to
the entire community, including hard to reach groups.

6.

To assist the Planned Project Manager in the completion of E.I.As

(Equality Impact Assessments)

7.

To work closely with the appointed contractors Resident Liaison Officers

to ensure that we constantly improve the resident experience and
therefore drive up resident satisfaction.

8.

To be the first port of call for residents included within a planned

maintenance programme. To investigate and if possible resolve 1 st
stage complaints by residents in connection with planned maintenance
works. If unable to resolve initially then ensure that the Planned Project
Managers are fully briefed on cases that will require their input to
resolve; must ensure that all internal timescales are fully met.

9.

To be fully responsible for a budget provision which the Planned Project

Managers will allocate on a scheme by scheme basis. This budget is
earmarked to resolve minor on site resident issues which could
potentially impact on the Planned Project Managers workload. Budget
holders will need to ensure that Standing Orders and financial
regulations are adhered to.

10.

To provide relevant statistical information as required by the team.

11.

Carry out duties with due regard to the provision of Health and Safety
legislation.

12.

To conduct regular liaison with residents before, during and after

planned maintenance works, through telephone calls, personal visits
and written correspondence.

13.

To assist the Planned Project Managers in identifying completed

properties for inclusion in the engagement of undertaking resident
satisfaction surveys.

14.

To fully participate in all progress/contract meetings, producing a

detailed report for each on resident issues.

15.

To ensure that all residents have full service provision at the end of each
working day.

16.

To promote and fully understand L&Qs policies on diversity, equal

opportunities, the contractors code of conduct, property standard and
any other relevant policies dictated by the activity being undertaken.

17.

To assist the Planned Project Manager and other stakeholders in the

production of relevant PR material.

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18.

Ensure that all resident flags and notes are obtained and followed prior
to conducting any visits.

19.

To attend meetings at evenings and weekends

20.

Any other duties as required.

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