Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.

The Role

We are looking for an organised and customer-focused Resident Liaison Officer to join our Repairs & Maintenance team, supporting the delivery of services to housing association and local authority residents. Working on our long-term partnership with Southern Housing you will help coordinate reactive, planned and disrepair works across a large housing portfolio. Covering mainly the Hastings area, but we go out to Rye, Eastbourne, Crowborough, and Brighton.

Key Responsibilities:

*       Act as the primary point of contact for residents on escalated and complex cases.

*       Manage and resolve formal complaints in line with company policy, client SLAs, and regulatory expectations.

*       Liaise directly with the client on high-risk, sensitive, or reputationally significant issues.

*       Lead investigations into complaints relating to operatives and subcontractors.

*       Gather evidence including job history, photos, call logs, and operative statements.

*       Produce clear, fact-based investigation reports with findings and recommended actions.

*       Ensure all responses are accurate, consistent, and aligned with contractual and regulatory requirements.

*       Coordinate with operational teams to implement corrective actions and prevent recurrence.

*       Monitor complaint trends and identify systemic issues impacting service delivery.

*       Escalate risks appropriately, including safeguarding concerns or potential legal exposure.

*       Maintain accurate records across systems (e.g. Dynamics) for audit and reporting purposes.

*       Attend client meetings and case reviews, presenting outcomes and action plans.

*       Support service improvement initiatives driven by complaint outcomes and Ombudsman expectations.

*       Regulatory & Compliance Responsibilities (Awaab’s Law / Ombudsman)

*       Ensure all damp, mould, and health-related complaints are triaged and responded to in line with Awaab’s Law timeframes and intent.

*       Identify potential HHSRS hazards early and escalate where there is risk to resident health or safety.

*       Support accurate risk classification (emergency vs urgent vs routine) to ensure compliance and prioritisation.

*       Maintain clear audit trails demonstrating timely action, communication, and resolution.

*       Align all complaint responses with Housing Ombudsman Complaint Handling Code and expectations.

*       Ensure responses demonstrate learning, accountability, and evidence of corrective action, not just resolution.

*       Identify cases at risk of escalation to Ombudsman and proactively manage to reduce maladministration findings.

*       Contribute to organisational learning by feeding back recurring issues, missed early warning signs, and service failures.

Key Skills & Experience:

*       Strong experience in complaints handling within social housing or similar environment.

*       Working knowledge of Awaab’s Law, HHSRS, and Ombudsman Complaint Handling Code.

*       Ability to investigate impartially and challenge operatives or subcontractors where required.

*       Excellent written communication able to produce clear, defensible responses.

*       Confident stakeholder management with both residents and client representatives.

*       High attention to detail and ability to manage multiple complex cases simultaneously.

*       Resilient under pressure, particularly when dealing with difficult or sensitive situations.

Key Outcomes:

*       Complaints resolved within SLA and regulatory timeframes.

*       Reduced escalation to Stage 2 and Ombudsman.

*       Clear audit trail and defensible position on all investigations.

*       Demonstrable compliance with Awaab’s Law requirements.

*       Improved resident satisfaction on complex and high-risk cases.

*       Lessons learned embedded into operational delivery.

What We Offer

*       Up to 32k per annum & car allowance

*       25 days holiday + bank holidays

*       Full UK driver's licence

*       Pension, medical scheme options and life assurance

*       Employee rewards and wellbeing programme

*       Career development and internal progression opportunities

Why Axis CLC

Joining Axis CLC means being part of a national team delivering essential services across housing, education, healthcare, defence and commercial property. We value reliability, quality and social impact, and offer meaningful work with real opportunities to grow.

Our Commitment to Inclusion

Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you need any adjustments during the hiring process, please let us know.