Resident Liaison Officer

The Vacancy

WPS are recruiting a Resident Liaison Officer (RLO) to support the delivery of planned maintenance works across social housing properties in the West Midlands.

You will act as the primary point of contact for residents, working closely with Site Managers and project teams to ensure works are delivered safely, efficiently and with minimal disruption in occupied homes.

Projects will include a combination of internal and external planned works across multiple sites.

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Workstreams Include

• External works – roofing, building fabric and external refurbishments
• Internal works – kitchens, bathrooms, heating and internal refurbishments

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Key Responsibilities

• Act as the day‑to‑day point of contact for residents throughout the works programme
• Clearly communicate the scope, programme and access requirements of works
• Issue resident notifications, letters and access information
• Support site teams by coordinating access to properties
• Maintain effective communication between residents, site teams and clients
• Proactively manage resident expectations in live / occupied environments
• Log, manage and support the resolution of complaints and resident concerns
• Attend resident meetings, consultations and community engagement events where required
• Monitor resident satisfaction and feedback throughout the works
• Work closely with Site Managers and Project Managers to support programme delivery

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About You

• Previous experience as a Resident Liaison Officer within social housing
• Experience working on planned maintenance projects in occupied properties
• Good understanding of customer care within live housing environments
• Strong communication and organisation skills
• Confident handling resident queries, access issues and low‑level complaints
• Able to work independently across multiple sites
• Full UK driving licence and access to a vehicle essential due to site travel

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What’s On Offer

• Stable, long‑term role within planned maintenance
• Opportunity to work on large‑scale social housing programmes
• Supportive operational team and clear structure
• Competitive salary and benefits package

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for WPS

WPS combines deep sector expertise, local knowledge and a purpose-driven approach to act as a strategic partner for maintenance, compliance and energy transition solutions helping people thrive in properties.

As part of the Wates Group, we benefit from a heritage built on more than 129 years of expertise in the built environment. We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.