Because we recognise the importance of communicating with our residents we pioneered the use of Resident Liaison Officers (RLOs) and now have a 40-strong team for whom we have developed an industry-leading training scheme.
RLOs are the main point of contact for residents: they understand customer needs and ensure that work is completed on time and to everyone's satisfaction.
RLOs are responsible for:
- Dealing with questions
- Assisting with choices
- Visiting residents prior to any work starting
- Agreeing protection arrangements when organising access to the property
- Keeping residents informed
- Making appointments for work to be done
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- Communicating progress through newsletters, open days and meetings
- Carrying out customer satisfaction surveys
Our RLOs work from the site office or other suitable locations. Offices are accessible to residents and open to the public during normal working hours and at other agreed times. Information is clearly displayed and updated regularly.
Where residents wish to talk in private, individual meetings can be arranged in their own homes or in the RLO office. We can also arrange special needs facilities (e.g. sign language) and liaise with appropriate translation services.
If you are a resident whose home we are working on, please call our Resident hotline on 01322 616660 for assistance.
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