Tenant Liaison Officer Employment Contract UK

Responsibilities reflected in the contract

• Explain authorised works and resident impacts.
• Arrange access appointments and reasonable support.
• Identify vulnerability communication and safeguarding needs.
• Record concerns complaints and contractor issues.
• Coordinate updates relocations and completion feedback.

A realistic working scenario

You schedule and prioritise viewings and repairs in the property management system, update applicant and compliance records, carry out inspection checks with keys and inspection tools, complete handovers between negotiators and property managers, and escalate safeguarding or safety disclosures, material complaints or file gaps to the branch manager or lettings manager.

Outputs to agree

• Planned viewing and pipeline priorities recorded in the property management system and shared with negotiators.
• Inspection checklists completed using inspection tools and attached to the compliance and client-file record.
• Tenant contact updates and instruction records logged in the property and applicant CRM after each interaction.
• Handover notes for lettings and maintenance tasks issued to property managers and contractors.
• Escalation report to the branch manager or lettings manager for safeguarding disclosures, safety failures or material complaints.

Records and evidence

• Property and applicant CRM entries for viewings, offers and tenant communication.
• Viewing and instruction records showing dates, attendees, keys issued and outcomes.
• Compliance and client-file records for safety checks, required repairs and contractor instructions.
• Handover logs between negotiators, property managers and maintenance teams.
• Incident, complaint and escalation logs submitted to the branch manager or lettings manager.
• Work records.

Reporting relationship

Typically reports to Line Manager or Department Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• You may set viewing and pipeline priorities and update property and applicant CRM records. You must escalate offer disclosures, material complaints, safeguarding disclosures, safety failures, missing compliance files or unclear authority to the branch manager or lettings manager for approval or direction. You cannot close regulatory or client-file gaps, commission large-value works, or vary authorised fees without the branch manager or lettings manager's approval.
• Obtain approval before committing expenditure, changing contractual commitments or making regulated or staffing decisions outside the assigned role.

Tools and systems

• Property management systems.
• Inspection tools.

Workplace context

• Office, client premises, remote systems or assigned work locations.

Contract priorities

• Keep property and applicant CRM, viewing and instruction records accurate and up to date.
• Complete inspection checklists and attach evidence to compliance and client-file records.
• Escalate safeguarding disclosures, safety failures and material complaints to the branch manager or lettings manager promptly.
• Use property management systems, keys and inspection tools only for authorised tenant liaison work.
• Protect tenant, applicant and operational records and report suspected unauthorised access immediately.

Information the employer should prepare

• the properties programmes and tenant groups
• the landlord contractor and project interfaces
• the access decant and support authority
• the lone-work safeguarding and conflict process
• the travel contact and case-record systems