Client Resident Liaison Officer - Basildon Borough Council - SS14 1DL
End June 2026
36.25 hours per week

HYBRID - 3 days on site

I am currently representing Basildon Borough Council who are offering an initial temporary contract for a period of 3 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience.

We are looking for Client Resident Liaison Officer based at Basildon Centre, The, St. Martins Square, St Martins Square, Basildon SS14 1DL

Due to the nature of this role, the successful candidate will be required to be onsite a minimum of 3 days per week.

We are seeking a dedicated and people‑focused Client Resident Liaison Officer to support the effective delivery of major works schemes across our housing services. This role is central to ensuring that tenants and leaseholders are fully informed, supported, and listened to throughout improvement projects affecting their homes.

You will act as the key communication link between residents, contractors, technical teams, and internal colleagues. Working through all stages of major works, you will develop Resident Liaison Plans, coordinate consultation, and ensure that individual resident needs are understood and addressed. The role includes carrying out home visits, gathering feedback, supporting decant arrangements, and ensuring access to properties for contractors. You will also produce resident information materials such as newsletters, updates, and notices, ensuring information is accessible to all.

A core part of the role is monitoring contractor performance in relation to customer care, safety, and resident engagement standards. You will attend project and site meetings, manage resident enquiries and complaints, and support post‑project satisfaction surveys. Strong communication, organisational ability, and a commitment to excellent customer service are essential.

You will need experience in a customer service environment, strong interpersonal skills, and the ability to work under pressure and adapt to changing priorities. A full driving licence and willingness to use your own vehicle are required. Experience within construction or social housing is desirable.

If you are passionate about delivering positive resident experiences and want to play a vital role in shaping successful major works schemes, we would welcome your application.

Key Accountabilities :

Pre-contract Phase

1. Develop and co-ordinate the Resident Liaison Plan for each major works scheme, ensuring that the particular and individual needs of each scheme have been properly considered.

2. Ensure that tenancy and estate management and home ownership staff are properly consulted and their views considered when developing the scope of works within schemes.

3. Visit residents during daytime and evenings and undertake surveys to provide an input into project briefs in respect of residents' special needs and preferences. Organise and participate in public consultation meetings with residents, and keep them fully informed as to the scope, nature, timescale and progress of schemes. Where appropriate, recommend provision of special facilities.

4. Arrange and assist in the decant of properties affected by major works. Liaise with residents, removal firms and statutory authorities. Ensure that any defects in properties into which residents are to be decanted, are rectified by the contractor.

Contract Phase

1. Resident Liaison: at all times, keep residents fully informed of progress through personal contact and the production of information leaflets and newsletters. Ensure that all written information is prominently displayed on notice boards positioned adjacent to the works and that any need for translation or Braille is catered for.

2. Information: ensure residents are fully aware of all scheme details, prepare draft newsletters for Project Managers approval with input from consultant, contractor and Estate Management Team and ensure production and appropriate distribution of agreed version. Ensure the specific consultation needs of leaseholders have been met.

3. Access: arrange and ensure that access to all properties is provided by residents, taking account of any special circumstances and needs. Where appropriate, liaise closely with the Tenancy and Estate Management Team and Legal Services.

4. Compliance: attend formal site meetings and assess and monitor the contractor's service in respect of provisions for residents as specified in the contract, and compliance with standards and Alert client's technical representatives to any deviation or non-compliance and ensure that remedial action is taken.

Post Contract Phase

1. Completion: attend handover where requested and assist residents in moving back to their property where necessary and agree all associated costs.

2. Issue satisfaction surveys.

Requirements :

Experience of working within the construction industry

1. Experience in customer service role

2. Experience of working within in a social housing environment

3. Previous experience of resident liaison work within a social housing environment