Planned Works Toolkit Regional Contracts Delivery Process
Stage 4 – Construction Phase Customer Engagement
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Whilst the works are being delivered good communication is critical with the Local Manager and with customers to keep them informed of the project status. The Resident Liaison Co-ordinator (RLC) should work with the Surveyor and supplier’s Resident Liaison Officer (RLO) to inform customers of any programme delays and changes. For projects of a longer duration or more complex nature it may be beneficial for the RLC to arrange regular coffee mornings with the supplier to provide updates and address any concerns the customers may have. The Surveyor should keep the Works notice updated within the Document Pack, with upcoming announced site inspections so customers know when they are on site. The customers first point of contact should always be their Local Manager. If any customer raises concerns these should be addressed and dealt with promptly to avoid it escalating into a complaint. Further information is contained within our Customer Engagement Guidance Note Link
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