Planned Works Toolkit Regional Contracts Delivery Process
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Stage 2 – Pre-Construction Phase Customer Engagement
A guidance note has been developed to support a consistent approach to Customer Engagement. Section 20 Process Where the component we are replacing is service chargeable and value of the project is over £250 per dwelling Anchor are legally required to follow the statutory Section 20 Consultation Process. Some regional suppliers have been setup on Qualifying Long Term Agreements (QLTA) and therefore initial consultation has already taken place with customers. Once costs have been received from suppliers there will be additional consultation activities that need to be completed. If a QLTA is not in place then a full Section 20 process must be completed. There is extensive information on the Bridge in how to follow the Section 20 Process including all forms and guidance you require to fulfil our legal obligations. • Section 20 Process The Surveyor should inform Property Support Services, by email, of the S20 consultation start and finish dates, so they can record these on Northgate. A comprehensive Section 20 E-Learning Course is available on the MyLearning Academy. Link Link
Anchor is committed to keeping it’s customers informed of works that will be taking place in our buildings and will consult where appropriate when carrying out Planned Works. In the pre-construction phase the level of customer engagement will depend on the size and nature of the works that we are planning to carry out. Each region has Resident Liaison Co-ordinators (RLC) who support Surveyors. At the start of each year, projects that require their support are identified. The RLC’s role is to provide customer support and engagement throughout the delivery process. Consideration should be given to the best approach for a particular project such as • Notices on information boards to inform customers of upcoming works. • Attendance at an informal customer coffee morning. • Calling a formal meeting for larger works in customers dwellings or disruptive works that will be on site for many weeks. • Customer preferences where colour schemes are proposed in communal areas. • Written communications for works taking place at CAT1 schemes. • Supplier use of a RLC on the project. • Provide details of satisfaction survey carried out on completion of the work.
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