Resident Engagement and Safeguarding
Supporting residents with clear communication and structured safeguarding throughout retrofit delivery.
Turnkey Retrofit Partner | PAS 2035–Led Delivery | Resident-First Approach | Regional Teams, National Reach
When we're working in someone's home, we know that how we behave matters as much as the quality of the work we do. Our resident engagement model is structured to maximise participation, protect vulnerable people and give commissioning organisations confidence that we're managing delivery responsibly and that their residents are in good hands.
What our residents say
Our Tenant Liaison Officers
Managing resident relationships across a large retrofit programme is demanding work, and it typically falls on the commissioning organisation when engagement isn't properly resourced.
At LMF, we have a team of Tenant Liaison Officers for every retrofit programme we deliver. Our TLOs serve as the primary point of contact between LMF and residents and are responsible for initial outreach, ongoing communication and supporting residents at each stage of the works.
As part of the initial outreach, our TLOs door-knock every property on a programme to give residents a clear explanation of what is planned, what to expect and how to raise any concerns.
Structured outreach reduces no-access risk and supports higher programme uptake. Our target is to reach and inform at least 70% of residents on every programme.
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Safeguarding standards
Everyone working in occupied homes on behalf of LMF is DBS checked.
Our Tenant Liaison Officers also receive dementia awareness training through Dementia UK, to help them communicate clearly with residents who may be living with dementia or cognitive decline.
If vulnerable residents are identified through pre-programme data, TLO visits or client referrals, we put appropriate support arrangements in place. This may include adjusted scheduling, additional contact or coordination with the housing provider’s own support services to ensure residents feel supported throughout the works.
Clear communication throughout delivery
We keep residents informed at every stage of the works. Before anything starts, during installation and once everything is complete, residents know what is happening, when it is happening and who to speak to if they have questions.
All communication is provided in plain language, without technical jargon, and with clear contact details so residents know what the next steps are.
Our approach includes:
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A pre-works letter explaining what to expect and when
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Daily updates while works are taking place in or around the home
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A dedicated contact point for questions or concerns
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Clear handover information, including guidance on any new systems installed
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Working with client teams
We work closely with local authority housing teams and housing association resident services teams to ensure our engagement approach reflects existing policies, safeguarding frameworks and resident commitments.
Speak to our team
If you would like to discuss how LMF’s resident engagement and safeguarding model would operate within your programme, we would be happy to talk through the details.
Call us on 0800 107 5211 or complete the form below.