Your Name
Summary
Experienced Resident Liaison Officer with extensive experience delivering resident-focused services within the social housing sector. Skilled in resident engagement, complaint resolution, repairs management, planned investment works, access management, decant coordination and stakeholder management. Proven ability to build positive relationships with residents, contractors and internal teams while delivering excellent customer outcomes.
Overview
5
5
years of professional experience
Work history
Resident Liaison Officer
Southern Housing
2026.01 - 2026.07
- Act as the main point of contact for residents, contractors and the Complaints Team, ensuring clear communication and positive outcomes.
- Manage complex repair cases from referral to completion, monitoring actions, contractor performance and resident satisfaction.
- Support the day-to-day repairs service by resolving issues, coordinating appointments and managing resident expectations.
- Coordinate urgent decant cases and present them to the Director of Direct Works and Director of Resident Experience to obtain approval for residents living in unsafe conditions.
- Managed no-access procedures, including case escalation, hand-delivered warning letters and legal actions for injunctions.
- Conduct site visits and resident meetings to address concerns, resolve disputes and improve customer experience.
- Assisted vulnerable residents through tailored support, welfare visits and safeguarding referrals.
- Work closely with Asset Management teams to support planned investment works and resident engagement.
- Use APEX to access planned investment data and support project coordination and resident communication.
- Maintain accurate case records and work collaboratively with internal teams, contractors and stakeholders to deliver high-quality services.
Complaints Resolution Lead
Southern Housing
2024.01 - 2026.01
- Achieved 100% acknowledgment for Stage One and Stage Two complaints.
- Resolved complex Stage Two complaints by analysing failed Stage One action plans.
- Conducted Stage One investigations to identify root causes and documented findings.
- Reduced Housing Ombudsman escalations by 25% through preventative measures.
- Managed and responded to Housing Ombudsman cases within the 5 working days target.
- Developed action plans and assigned tasks to ensure timely repairs.
- Assessed and awarded fair compensation using Southern Housing's compensation matrix.
- Shared complaint patterns with management to drive service improvements.
- Maintained accurate CRM records and monitored inboxes to prevent escalations.
- Contacted residents to acknowledge complaints and actively understand their concerns.
Project Lead (Temporary Role)
Southern Housing
2023.11 - 2024.01
- Provided advice to residents and leaseholders during major works.
- Communicated resident dissatisfaction to the Building Safety Manager.
- Drafted correspondence to residents and stakeholders regarding cladding remediation works.
- Assisted Building Safety and Fire teams with service improvements.
- Conducted resident satisfaction surveys post-project.
Customer Care Advisor
Southern Housing
2022.09 - 2023.11
- Delivered frontline services via multiple communication channels.
- Managed complaints professionally and empathetically.
- Supported vulnerable residents empathetically.
- Handled tenancy administration, leasehold inquiries and service charge concerns.
- Built effective relationships with stakeholders.
- Raised purchase orders using Workday/Proactis.
Luxury Based Supervisor
Carpo World
2021.08 - 2022.09
- Delivered professional service and promoted products.
- Resolved complaints while maintaining brand reputation.
- Delegated tasks and prioritised responsibilities to optimise productivity.
Education
BTEC Level 3 National Business - Distinction/Merit
Stepney All Saints Sixth Form
BTEC Level 3 Personal Finance - Distinction
Stepney All Saints Sixth Form
5 GCSEs A–C - including Maths and English
Bow School of Maths and Computing
Skills
- Resident Liaison
- Planned Works
- Asset Management Support
- APEX
- Decant Management
- Complaint resolution
- No Access Procedures
- Stakeholder Engagement
- Contractor Liaison
- Estate Inspections
- CRM knowledge
- Microsoft Office
- Customer Service
- Conflict resolution
- Safeguarding
Accomplishments
- Level 3 Award in Supervising Food Safety in Catering
- Qualified First Aider (Level 3)
- Merrill Lynch - 1st Prize for Product Design
References
Available upon request.
Timeline
Resident Liaison Officer
Southern Housing
2026.01 - 2026.07
Complaints Resolution Lead
Southern Housing
2024.01 - 2026.01
Project Lead (Temporary Role)
Southern Housing
2023.11 - 2024.01
Customer Care Advisor
Southern Housing
2022.09 - 2023.11
Luxury Based Supervisor
Carpo World
2021.08 - 2022.09
5 GCSEs A–C - including Maths and English
Bow School of Maths and Computing
BTEC Level 3 Personal Finance - Distinction
Stepney All Saints Sixth Form
BTEC Level 3 National Business - Distinction/Merit
Stepney All Saints Sixth Form