Resident Liaison Officer
Overview
This career guide is designed to support anyone interested in becoming a Resident Liaison Officer (RLO) — a vital role that ensures tenants and residents are supported, informed, and engaged during construction, refurbishment, or retrofit projects in their homes or neighbourhoods.
What is a Resident Liaison Officer?
A Resident Liaison Officer acts as the main point of contact between residents and construction or housing teams. They help minimise disruption by communicating clearly about planned works, responding to concerns, and ensuring residents are treated with respect and care.
What training is required?
While many RLOs learn on the job, the following can improve your employability:
- Level 2 or 3 Certificate in Customer Service or Housing Practice
- Apprenticeship in Housing and Property Management (Level 2)
- Basic training in safeguarding, equality and diversity, and complaints handling
- Construction Skills Certification Scheme (CSCS) card – often required when visiting live sites
- Basic knowledge of construction or retrofit works is a bonus but not essential at entry level
Related Courses
What career progression is available?
Entry-level to early career role supporting residents during housing or construction projects.
Strong interpersonal and communication skills. Some admin or customer service experience. Understanding of housing or community needs.
Leads resident engagement across larger or more complex sites. Mentors junior RLOs and manages escalations.
2–3 years’ experience, advanced communication and organisational skills. May have housing or tenant management qualifications.
Manages strategy for resident and stakeholder engagement across multiple projects or boroughs.
Experience leading teams and campaigns. Strategic planning, stakeholder management, and often a Level 4+ housing or engagement qualification.
Analyses financial and sustainability data to support investment decisions, funding strategies or carbon tracking.
Deep understanding of social value policy, contract delivery, and resident priorities. May work with contractors or housing associations.
Oversees delivery of housing refurbishment or retrofit works, including resident impact and engagement.
Project management qualifications (e.g. PRINCE2), experience in housing or construction, strong leadership and budgeting skills.
What transferable skills do I need?
You’ll need to explain works clearly and calmly, especially to anxious or vulnerable residents.
You’re there to listen and reassure – especially when residents are unhappy or confused.
Quick thinking and diplomacy help when managing resident concerns or last-minute schedule changes.
You’ll juggle appointments, paperwork, and updates across many households.
You’ll be working with people from many backgrounds, so understanding different needs is key.