Resident Liaison Officer Programme
The programme prepares Resident Liaison Officers for the parts of the job that matter most: keeping residents safe, noticing who needs extra support, knowing who to report to, and keeping clear records.
The Resident Liaison Officer is the main point of contact between residents and the people carrying out the works. You keep residents informed, listen to their concerns, pass information to the right people, and keep a clear record.
The role in one sentenceKnowing where the role stops is as important as knowing what it covers. An RLO is not:
Course map
| Week | Module | You will learn to |
|---|---|---|
| 1 | The Role and Health and Safety | Explain the RLO role and its limits, and protect residents around the works |
| 2 | Identifying Vulnerability | Recognise risk factors for adults and children, and notice without concluding |
| 3 | Reporting Structures and Safeguarding | Map who to tell and raise concerns correctly |
| 4 | JCT Contracts for RLOs | Understand who decides what, and what you must not promise |
| 5 | Managing Residents' Expectations | Write clear notices, give bad news and handle complaints |
| 6 | Building Relationships with All Stakeholders | Plan communication and build trust with every group |
| 7 | Administration and Recording | Keep factual records and handle personal data lawfully |
| 8 | Putting It Together | Plan your day, hand over a scheme and complete the capstone assessment |
How each week works
Worksheets use a fictional scheme, Elm Court, which trainers can swap for the details of your own scheme, organisation and contacts.
Core skills
Alongside the programme, these four areas form the basis of induction and ongoing development for our RLOs.
Deliver excellent service, handle resident interactions professionally and manage complaints effectively and with empathy.
Identify safeguarding concerns, protect vulnerable residents and work inclusively and respectfully with everyone.
Handle challenging conversations calmly, manage dissatisfaction and resolve disputes constructively.
Handle personal information responsibly and in line with UK GDPR and the Data Protection Act 2018.
Week 8
The course ends with a scenario-based assessment across everything covered. The pass mark is 70 out of 100, with no critical errors such as promising a resident secrecy about a safeguarding concern, giving legal advice, promising compensation or agreeing extra work.
| Area | Marks |
|---|---|
| Health and safety | 15 |
| Vulnerability and safeguarding | 20 |
| Reporting and records | 20 |
| Contract awareness | 15 |
| Communication and expectations | 20 |
| Relationships and professionalism | 10 |
The programme is training material. It is not legal advice and is not an accredited qualification. It does not replace an employer's safeguarding training, site induction, health and safety arrangements or policies, which always take priority. Legal references are summaries for awareness.
Ask us about running the Resident Liaison Officer Programme for your organisation or scheme.