Committed to delivering excellence in customer service and satisfaction, we believe effective resident consultation and engagement is critical to the success of our social housing refurbishment and development projects. The Group was among the first companies to introduce a dedicated Resident Liaison Team. Our Resident Liaison Officers (RLO’s) are qualified (or in the process of qualifying) to NVQ Level 3 in Customer Care and ensure that they (and the other members of our site teams) fully reflect the diversity of the local community. Many of our RLO’s possess a range of language skills, further supporting our commitment to clear communication methods.

Some residents are keen to work closely alongside our teams while others just want to be kept informed of progress. Whatever way in which they want to be involved, we make certain they are able to participate in a clear and accountable decision-making process. We hold discussions with them during pre-construction, where we provide clearly presented information about the project at every stage and use a variety of appropriate consultation methods. We also draw up a Neighbourhood Charter to reflect our undertaking to the community, and measure our performance against it.