When Dame Judith Hackitt published her report Building A Safer Future, Chapter 4 was focused on measures to support the ‘Resident’s Voice’. Frankham Risk Management Services recognise we can support our clients by exceeding the expectations of residents and ensuring they are fully engaged in each and every project.

That’s why we have developed our unique, sector-leading, Resident Engagement service.

What is a Resident Liaison Officer?

A well-executed project relies on careful planning and excellent communications, and these are the cornerstones for our Resident Liaison team. A Resident
Liaison Officer will be involved in the early, strategic phase of a project ensuring that the resident’s considerations and wellbeing are at the forefront of the
planning, becoming an advocate for the needs of the community.

As the project develops, our team will take responsibility for explaining the reasons for the project, identifying any temporary impacts in the building and responding to any feedback from residents. By adopting this approach, residents have the opportunity to raise concerns early and can quickly escalate complaints to a friendly face.

How can a Resident Liaison Officer help your project?

As well as having a professional onsite focused on safety issues, the presence of a Resident Liaison Officer during surveys guarantees efficient execution. This is particularly important where access to a targeted quantity of flats is critical to the success of the project.

By implementing a range of effective communication strategies, we can ensure residents are well-informed via personalised calls to schedule pre-work surveys, the timely dispatch of informative letters, in-home consultations to address concerns, anonymised feedback surveys and regular updates via calls and texts.

By engaging with residents honestly and wholeheartedly, a relationship of trust is created enhancing the reputation of the client organisation and enabling the professionals undertaking your work to complete their work on time and on budget.

Undertaking a complex project without the services of a Resident Liaison Officer may lead to failed access attempts and project delays, resulting in client frustration, resident complaints, contractor revisits and increased cost for everyone involved.