Good communication is fundamental. Our experienced Resident Liaison Officers are the key points of contact with the community, connecting residents with our services, and working closely with our customers’ housing teams.
Effective liaison is an end-to-end process. Our officers are responsible for assessing individual needs. They explain the work and schedule, assist with choices and provide contacts for concerns. They’re available daily, throughout the project lifecycle, providing support and keeping residents informed. They also manage residents’ events and open meetings, and survey satisfaction, measuring performance and sharing the learnings with our operations team.
All our Liaison Officers are trained to work in multi-cultural environments, and with elderly, disadvantaged and vulnerable residents. Their job is to make things easier for everyone involved.
We are active participants in the communities where we operate; helping to build trust. We make sure there’s plenty of opportunity for residents to get to know us, ask questions and learn about our work.
As part of that commitment we organise regular liaison events like drop ins, coffee mornings and lunches, and attend residents’ forums and information days. These occasions not only provide an opportunity for dialogue but also generate new ideas.
We look to add value beyond our immediate responsibilities. Our handyman services offer a quick fix for day-to-day repairs, and in partnership with our customers we coordinate simple skills training, like DIY workshops, and liaise with local schools and colleges to arrange work experience. We support a number of social enterprise schemes and are involved in local charitable causes and events.
Minimising the disruption our work can cause is a priority for liaison teams. We plan intelligently for occupied properties, and engage long before work begins.
For non-emergency repairs we offer convenient, flexible appointment times and text ahead reminders. For larger projects, like kitchen and bathroom replacements, we ensure alternative facilities are at hand. All our tradespeople receive comprehensive customer care training. They keep work areas clean and safe, and treat residents and their homes with respect.
Where a number of residents are impacted, we make sure suitable areas are agreed for parking, deliveries and storage, and arrange welfare facilities. We share access and safety information and display clear signage. And of course, should any issues arise, we’ll be on hand to reassure, or act quickly as required.
Developing resident profiles allows us to identify individual needs and adjust work schedules accordingly, like taking into account school runs or shift working hours. It means we’re proactive in identifying vulnerable residents, and can work with our customers to put safeguards in place.
Where specific vulnerabilities are recognised, like physical or learning disabilities, or mental health needs, we tailor our plans. As well as liaising closely with our customer’s housing officers, this could mean prioritising visits, making sure a friend or local authority support officer is present while we work, ensuring access is unrestricted or adjusting working hours.