Resident Liaison Officer

Resident Liaison Officer
Based in Hertfordshire
Permanent
32-34K per annum

This field-based role involves door-to-door outreach to properties with outdated contact information or previous no-access issues. The RLO will be responsible for collecting resident details, confirming appointments, and offering face-to-face reassurance, particularly for vulnerable or anxious individuals.

Working closely with engineers and operational teams, the RLO will help reduce failed visits, support sensitive access requests, and resolve complaints before they escalate. This role plays a key part in maintaining high standards of service delivery and driving our electrical compliance targets.

Duties & Responsibilities:

Resident Engagement & Data Collection

• Conduct door-to-door visits to update resident contact details and preferences.
• Book appointments and update internal systems with accurate data.

Promoting Access & Compliance

• Build trust with residents, especially the vulnerable or disengaged.
• Explain the purpose and importance of compliance visits (e.g., gas/electrical testing).

Appointment Support & Facilitation

• Attend visits with engineers to reassure anxious residents and reduce no-access rates.
• Provide reminders and prepare residents ahead of fixed-date appointments.

Managing Fixed & Rolling Appointments

• Focus on overdue or low-engagement sites by proactively confirming attendance.
• Help reduce failed visits and improve access rates.

Complaint Resolution

• Address resident concerns face-to-face, often resolving issues before they escalate.
• Report and record any complaints or concerns appropriately.

Reporting & Collaboration

• Share updates and insights with operational teams and clients.
• Support performance targets, especially access and compliance rates.