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Resident Liaison Officers, or RLOs, are a vital part of keeping residents happy. It’s easy to forget that every project comes down to the people involved, and a successful RLO will inform, solve problems, and maintain the peace.

But what are the key features necessary for a professional, expert RLO?


The job of an RLO means you’ll have to keep residents informed of any projects or work that could affect their day-to-day life. You are the focal point of communication between the resident/client and contractor.

It’s important to properly convey this information in a personable and understandable way. There’s nothing worse than being spoken to like a statistic; keep things friendly and easy to understand.


Your time will be spread across many duties: as well as communicating with residents, RLOs will often need to compile weekly reports of complaints and meetings.

By being organised, you can ensure that the workload remains consistent and to a high standard.


Everybody should be treated equally, which means considering all complaints on an equal footing. As an RLO you deal with a variety of people from all walks of life so having empathy is an important trait.

A large part of an RLO’s role is to register complaints and seek solutions as quickly and efficiently as possible. This means taking the time to understand the individual grievances that residents may have.


Very few issues will have a quick-fix solution, so it’s crucial to be able to approach problems methodically.

Ultimately, customer service is the key responsibility that defines a Resident Liaison Officer’s position. By offering support and seeking results, you’ll perform at your very best.

There is also a social element to being an RLO, from careers fairs & school presentations that encourage young adults to get into the construction industry to events like charity fundraisers to bring the community together.


To see what opportunities, we have available please visit or contact the team at 02031 764 790 (opt 2)