When we undertake an installation or upgrade programme in your home our first priority is to liaise with you. We want you to feel assured of our professionalism and approachability so that you can be confident that we will undertake the work that we have been appointed to do with minimum disruption.
Each project has a Resident Liaison Officer based on site who is dedicated to supporting you, explaining the works process and what that will mean as well as being available to answer and resolve any queries that arise.
The process
1. In the first instance the Resident Liaison Officer will write to you explaining the work about to take place, who we are, what we do and who has appointed us. The letter will also contain our contact details and a polite request for you to get in touch to arrange an appointment for us to conduct a survey of your property. If possible the Resident Liaison Officer will also take this opportunity to introduce themselves in person.
2. Once the survey appointment has been arranged, the Resident Liaison Officer and if necessary an Operative; for example if the work to be undertaken is particularly complicated, will attend to talk through the details. The meeting usually lasts around 20 minutes. They will explain the work, if any furniture needs to be moved and book in a time and date for the actual work to commence.
3. Once the work is underway the Resident Liaison Officer will visit daily to check the status of the job and address any queries that may arise. You will also be given the Resident Liaison Officer’s telephone number so you can contact them directly if necessary.
“We have been very pleased with the overall service. The Resident Liaison Officer has been very polite, helpful, courteous and understanding, considering all our personal concerns. She made us feel at ease regarding the whole process.”
– Anne, Resident