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Resident Liaison Officer
3 months ago
Role: Resident Liaison Officer Location: Ilford Salary: £38k – £42,500 per annum Our client is a medium sized main contractor that specialise in a number of areas within construction. They typically operate within the residential new build sector and also undertake De-Re Clad Projects on medium to high rise buildings within London and Essex. An exciting opportunity for an RLO has arisen to join our clients project team based in Ilford. The project has a construction value of £9m and its scope of works is to de clad an exciting tower block and re clad. This is a 2 year project with additional projects to move onto once completed. The role
- The role of the RLO will manage the resident enquiries both in person, by phone and by email. In addition to assist with the distribution of proactive communication from Barratt and the EWS Resident Experience documentation herein.
- They will be the link between the customer and the project team so the communication regarding the work, program, and how it will or is affecting the resident is clear, concise, consistent and accurate.
- The RLO will represent the resident’s interests internally, so the project team always take the customer/resident into account when making project decisions. It is imperative that each decision is made by the project team with the understanding of how it will impact the residents and stakeholders.
- All decisions made by the project team that may have an effect on the resident will be communicated ahead of the action being taken through the RLO.
- The RLO use the full support of the project team to enable them to respond to all enquiries.
- The Project team will attend 121 meetings with the residents when the RLO requires it and wherever possible agree what actions the project team can take to mitigate or ease the reason for concern, enquiry or complaint.
- Where phone calls or in person conversations take place transcribe the conversation so the resident can review said points and acknowledge they have understood the response. They will have the ability to judge the nature and extent of the call, and gain support from our project team where necessary to respond fully to the resident query. If this support is not immediately available, the RLO will acknowledge the query and communicate that the response will be forthcoming within a reasonable period.
- Residents receive regular, up-to-date communications, about the project, with meaningful engagement throughout. Those overseeing remediation should clearly set out how and when residents can expect that engagement.
- Communication methods are appropriate and consider the identified needs of residents.
- It is clear to residents how they can ask questions, raise issues and make complaints relating to the project.
- Reasonable steps are taken to reduce the impact of particularly noisy activities.
- Reasonable steps are taken to avoid reducing natural light and/or ventilation wherever possible. Where reductions are unavoidable, they should be kept as brief as possible.
- Reasonable steps are taken to ensure the safety and security of the building and the residents.
- Reasonable steps are taken to reduce disruption to the lives of any residents required to leave any portion of the building temporarily during remedial works.
