Communication with residents is key to the success of a project involving the refurbishment of their homes. Without continued consultation and communication with residents we will not be able to meet their needs.
All of our dedicated resident liaison officer's undergo a full training programme including customer service and health and safety. We regularly appoint officers from the local community which provides them with an understanding of local issues, this also helps establish trust between residents and the officers.
We appoint officers during the early stages of the project to establish effective communication channels and identify special needs, such as language barriers, disabilities and work patterns.
The resident liaison officer's role is to ensure that residents are fully aware of works being carried out through our notification lettering system, they will also keep the residents informed of procedures of works and timescales, arrange evening surgeries and help keep residents up to date with regular newsletters.
On completion of works we request the resident to complete a 'Satisfaction Form'. We use these to measure our own performance so we are continually monitoring our contract delivery with regards to the residents perception and satisfaction.
Imperial are able to offer the services of a Resident Liaison Officer when working on occupied properties.