Residents

We treat everyone as our customer

United House Resident Liaison Officers (RLOs) are resourceful and proactive individuals who will get to know our clients and build working relationships with the communities in which we work, to see a project through.

We have a high calibre of staff, achieved through a robust career structure, allowing us to promote from within. Trainees are recruited locally and mentored by a Senior RLO during their training. A fully qualified United House RLO will hold a CSCS card and have an NVQ in Housing or Social Care.

United House Senior RLOs are instrumental in the setting up of Resident Liaison services on new projects, attending meetings and workshops with clients, getting to know housing staff and meeting customer representatives.

Behind the scenes, the Senior RLO holds Customer Care workshops for site staff and sub-contractors, builds the right Resident Liaison team and plans communication and information for the project.

RLOs play an active role in day-to-day management decisions on site with clients' interests in mind. They are also responsible for customer satisfaction and responding positively to feedback. RLOs manage complaints handling and review our customer satisfaction and feedback performance, always looking for areas requiring improvement.

Communication is key to our success and each project has a tailored communication strategy including an 0800 number, e-mail address and a page on our residents' website to ensure customers can get hold of the information they need and communicate with us in their preferred way.

Our dedicated residents' website, which is updated on an ongoing basis, contains specific information on all of our current projects, residents newsletters, RLO contact details and more.