Resident Liaison Officer

Location: London

Salary: £26,000 - £30,000 per annum

The Role

To provide information and support for tenants and leaseholders whose home are affected by major works and to ensure that procedures for communicating and consulting with residents on capital projects demonstrate Best Value.

Key Responsibilities

The postholder will be responsible to the Planned Works Project Manager on specific matters relating to their projects. The postholder will undertake the following specific duties:

* Offer information, advice and assistance to tenants and leaseholders whilst major works are being carried out to their homes.

* Liaise with and set the standard for contractors and their RLO's (and where appropriate consultants) engaging with residents.

* Take an active role in developing, agreeing and managing the residents' consultation plan for individual projects.

* Agree with contractors/Inhouse staff the resident's information packs, and format and content of updates to residents, including newsletters using a variety of media outlets.

* Coordinate the temporary or permanent re-housing of residents, where necessary.

* Advise Project Managers of the likely effects of capital works on residents.

* Liaise with contractors, external agencies and client representatives to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents.

* Ensure that insurance claims and other claims submitted by residents are processed efficiently.

* Initiate and manage legal action against individual tenants and/or leaseholders where necessary.

* Participate in the development of capital projects, as a project team member.

* Advise Project Managers of any issues which may affect the project.

* Arrange and attend meetings, presentations and exhibitions for residents. This will require working outside normal working hours and at evenings and at various locations throughout the borough.

* Design and carry out social surveys prior to the commencement of major projects

* Establish and maintain a customer feedback/complaints procedure for each project

* Ensure information on vulnerable residents or those posing a risk is communicated in line with policy.

* Ensure proactive approach to identify vulnerable residents within programmes, and where appropriate ensure adequate provision made for their needs long term.

* Devise and maintain systems for reporting defects arising during the work or afterwards.

* Undertake resident satisfaction surveys following the completion of capital projects, including a full analysis of the results.

* Review regularly the procedures for consulting and communicating with residents and suggest improvements.

* Assist in the implementation of the Best Value Action Plan for the Capital Programme

* Any other relevant and appropriate duties as may be required for the delivery of the capital investment programme