Resident Engagement Services

As we move forward with the current Government, we are seeing more and more focus on social outcomes delivered through public services, in line with the “Big Society” initiative.

There will be mounting pressure on local Government and providers of public services to ensure that emphasis is placed on the benefits received by the “community” as a whole.

Social Housing is no different. Organisations providing housing services must ensure that provisions are put in place to lower the impact of budget reductions on their residents and attempt to maintain existing services.

Successful Resident Engagement, as part of your Capital Works Programme, is one way to realise tangible social outcomes and this is where PML can help you to achieve your objectives.

Ensuring your residents are kept fully informed, and as comfortable as possible before, during and after work to their homes will go a long way to getting a positive message about you and your Contractors to the community you work in.

We will assess any current Resident Liaison processes you have in place that you manage yourself or in conjunction with a Contract Partner and use the partnership approach to develop improved systems and controls that deliver services that are aligned to your customer needs, taking full account of the demographic profile of the local community.

Where can we help?

PML has extensive experience in working with Providers to deliver Resident Engagement Services in the following areas:

• Stakeholder Engagement Strategy
• Resident Liaison Processes
• Resident Satisfaction Monitoring
• Operational Customer Interaction
• Communications Strategy
• Mystery Shopper

Where do you benefit?

PML have a proven track record of adding Value through our Resident Engagement services in a number of different Registered Providers and ALMOs throughout London and the South East.

Some examples of the successes our clients have achieved in Partnership with PML are as follows:

• Implementation of robust Resident Liaison processes, including all associated templates, in conjunction with Contractor Organisations, to ensure that customer satisfaction figures consistently met and exceeded a 95% target
• Development of Resident Engagement Strategies for diverse communities to ensure the service delivered was in line with their wide ranging needs ensuring high satisfaction levels and a positive community message
• Performance review of Partner on site Resident Liaison processes to highlight operational gaps and implement amendments to bring service levels back to the required standard

Our team are operationally focused and will work closely with your staff and Contractor staff, building strong working relationships with your relevant stakeholders, to ensure all proposed amendments to service delivery are fit for purpose and have total “Buy In”.

Why PML?

We have received testimonials from a number of clients that we have achieved success with in the past. Below is one example which speaks for itself:

‘The services provided by PML were of a consistently high and professional standard. Communications and liaison with THH colleagues were exemplary and clearly justified this commission. I would recommend we consider future engagement – without reservation.’
Beverly Greenidge – Tower Hamlet Homes

Contact Us

Contact us to discuss the issues that you face and for a free consultation on the support we can provide. As standard, we will provide you with a clear project brief with defined outputs and price proposals before we commence. We look forward to discussing how we might meet your business needs and to help your organisation improve, develop and grow.

Email Stuart Davis or Stephen Kennedy, or call us on 020 7256 2216.