Tenant Liaison Officer

Job Description:

Tenant Liaison Officer

Location:

Leeds

Hours:

37.5 hours per week

Contract:

Full-time
Department:
Housing / Property Services

Reports to:

Delivery Manager

The Tenant Liaison Officer (TLO) acts as the key link between tenants, contractors, and the housing provider. The role ensures that tenants receive clear, consistent communication before, during, and after planned maintenance, refurbishment projects, or other property-related work. The TLO will support tenants throughout any works, address concerns promptly, and promote a positive customer experience.

• Act as the main point of contact for tenants regarding planned works, improvement programmes, and property access.
• Provide clear, accessible information about schedules, expected disruption, and tenant responsibilities.
• Arrange and conduct home visits, surveys, and tenant briefings.
• Support vulnerable tenants to ensure they understand and can prepare for upcoming works.

• Handle enquiries, compliments, and complaints, ensuring timely and effective resolution.
• Maintain professional, empathetic communication at all times.
• Identify tenants needing additional support and liaise with internal teams or external agencies where necessary.

• Work closely with contractors and internal maintenance teams to ensure smooth delivery of planned works.
• Ensure contractors maintain high standards of conduct and respect for tenant homes.
• Communicate tenant feedback or issues to contractors and monitor responses.

• Ensure tenants are informed about health and safety requirements linked to maintenance or construction work.
• Report safeguarding concerns, property condition issues, or tenancy breaches in line with policy.
• Keep accurate records of visits, communications, and property access.

• Maintain up-to-date tenant records and project documentation.
• Provide regular updates to managers on work progress, access issues, and tenant satisfaction.
• Contribute to performance reporting, tenant satisfaction surveys, and continuous service improvement.

• Strong communication and interpersonal skills.
• Experience in a customer-facing role, ideally within social housing, care, or community services.
• Ability to manage challenging conversations with empathy and professionalism.
• Good organisational and administrative skills.
• Ability to work independently and manage a busy workload.
• Full driving licence (if the role involves regular travel to properties).

• Knowledge of social housing regulations and tenant rights.
• Experience working with vulnerable tenants.
• Understanding of planned maintenance or construction environments.

If this role sounds like it is a good fit for you, apply via the link or email (url removed)