Resident Liaison Officer

The Vacancy

📢 Resident Liaison Officer – Hammersmith & Fulham (Responsive Repairs)
🏢 Company: WPS
💰 Salary: Competitive, based on experience

WPS is seeking a proactive Resident Liaison Officer (RLO) to join our team supporting responsive maintenance services across Hammersmith and Fulham. This fast‑paced role focuses on providing excellent communication, customer care, and real‑time support to residents experiencing day‑to‑day repair issues.

🔑 Key Responsibilities

✅ Act as the first point of contact for residents regarding responsive repair queries
✅ Manage real‑time updates, repair appointments, and access requirements
✅ Communicate clearly with residents, operatives, and supervisors to ensure timely completion of works
✅ Handle urgent concerns and complaints with empathy, professionalism, and a solutions‑focused approach
✅ Maintain accurate records, update internal systems, and support compliance processes
✅ Assist vulnerable residents by ensuring they are fully supported throughout the repair process

🎯 Ideal Candidate

✔ Experience working in responsive repairs or a similar customer‑facing role within social housing
✔ Strong communication, organisation, and problem‑solving skills
✔ Ability to stay calm and efficient in a fast‑paced, reactive environment
✔ Works well both independently and within a team
✔ Full UK driving licence (essential for travel between sites)
✔ Understanding of social housing, resident needs, and effective service delivery

✨ Why Join Us?

• Join a supportive, growing team improving daily services for residents
• Make a real impact by helping tenants feel safe, informed, and valued
• Competitive salary and opportunities for long‑term career development

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 Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy 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.