Key to the success of the improvement programmes we deliver is to ensure tenants and residents are fully involved in the decision making processes affecting their homes and continue to remain well informed throughout the construction process. Our team of dedicated Resident Liaison Officers provide independent support and advice to tenants and the wider community affected by the relevant works, keeping them continually informed and up to date with progress and related issues. They provide a one-stop contact helping tenants to feel respected and valued by maintaining the 'best quality' of life for them throughout the works. We are proactive to ensure the appropriate level of consultation and aim to develop awareness of locally sensitive issues. Typically our Resident Liaison Service features:

Pre-commencement	During the Contract	Post Contract
Publicity.  Public meetings.  Show Homes.  Scheme Panel.  Open Days.  Individual home visits.  Resident Inductions.	All site based personnel      inducted into Code of     Conduct.  Notification letters,     Tenant inductions, including      adjacent neighbours. Comprehensive literature. Daily contact by RLO during     works.  End of day checks to ensure     all services restored. Temporary cooking facilities.  Respite arrangements     including access to washing     machines.	28 day courtesy visit.  Tenant satisfaction     surveys.  24 hour dedicated     customer service     cover.  pre-start to completion     of all maintenance     works.  Tenants Guidance     Notes.