SUPPORTING RESIDENTS THROUGH REMEDIATION AND RETROFIT
People live here
while we work.
Every building we work on is occupied. That’s the starting point for how a project is planned, not an afterthought.
Remediation can mean scaffolding, noise, dust, restricted access, work around windows and balconies, and uncertainty about what is happening next.
Our Resident Liaison team works alongside project delivery, keeping residents informed, helping them understand what the work means for them and providing a clear point of contact throughout.
The building is our workplace. It’s somebody else’s home.
Resident Liaison is part of how we control an occupied project.
Communication, access, individual needs and concerns have to be considered alongside programme, sequencing, safety and site activity, not after decisions have already been made.
Our Resident Liaison Officers work with Project Managers and site teams throughout delivery, helping the project respond to what is happening inside the building as well as on it.
Communication
Clear updates before and during the works.
Access
Coordinating when teams need to enter homes.
Individual needs
Understanding where residents need additional support.
Issues
Making sure concerns are heard, recorded and acted on.
Records
Keeping a clear account of contact, access, surveys and resolutions.
Inform Listen Record Act Update
The RLO is not simply passing information out to residents. They feed it back into the project team so delivery can respond.
Good resident liaison starts before the first knock on the door.
Before work begins, residents need to understand what is planned, how it may affect them and what they may need to do.
We prepare for occupied delivery by understanding access, property condition, communication requirements and individual circumstances before construction starts.
Resident meetings
Explaining the work, programme and what residents should expect.
Property surveys
Recording existing condition before works begin.
Access planning
Agreeing how and when teams can enter homes.
Individual requirements
Identifying mobility, safety, privacy or other needs.
Communication planning
Choosing the right way to keep residents informed.
People need to know what’s happening, when it’s happening and who to speak to.
Communication changes depending on the building, the project and the people living there.
We use resident meetings, letters, noticeboards, text messages and project-specific tools to keep people informed. Where needed, communication can be adapted around language or individual circumstances.
A named Resident Liaison Officer gives residents someone they know they can speak to when they have a question or concern.
Not every resident experiences the work in the same way.
Noise, dust, access and temporary changes to a building affect people differently.
Residents may have mobility requirements, health concerns, caring responsibilities, work patterns, privacy concerns or other circumstances that need to be understood.
Our RLOs identify those needs early and work with the wider project team to make practical arrangements around access, communication, sequencing and support where possible.
The work may be standardised.
People’s lives aren’t.
Care means understanding the person, not just the property.
Access needs planning. So does trust.
Some projects require repeated access to individual homes.
Residents need to know when access is required, what will happen and who will be entering their property.
We coordinate access with residents and keep a record of planned visits and communication.
Where appropriate, we also document existing property condition before work begins, creating a clear reference point for the resident and project team.
Where access is difficult or a resident cannot be contacted, the RLO works with the project and client teams to agree the next step rather than allowing access issues to drift into the programme.
Concerns need a clear route to resolution.
Questions, concerns and unexpected issues can arise on any occupied project.
Residents need to know who to speak to, and that what they raise will be recorded, passed to the right person and followed through.
Our RLOs work with Project Managers and site teams to resolve issues, escalate them where necessary and keep the resident informed until the matter is closed.
Hear it. Record it. Act on it. Close the loop.
When something changes on site, residents need to hear about it before it affects them.
Construction programmes change. Weather, access, design information, materials or unexpected site conditions can all affect what happens next.
Resident Liaison works alongside the delivery team so changes can be communicated early, access rearranged where necessary and residents understand what happens next.
Good communication leaves a record.
Resident liaison creates important project information.
Meetings. Notices. Access arrangements. Property surveys. Concerns. Actions. Resolutions.
Keeping those records current gives the project team a clear account of what has happened, what has been agreed and what still needs attention.
It also gives clients evidence of how resident impact is being managed throughout delivery.
Resident records are part of the project record.
A named person makes a difference.
Residents need to know who they can speak to.
IRS Resident Liaison Officers work directly with the people living through our projects, providing updates, coordinating access and making sure questions and concerns are followed through.
Simone Coppenger
Simone leads IRS’s Resident Liaison team, bringing more than seven years’ experience across social and residential projects. She works closely with Project Managers, clients and residents to make sure communication, access, individual needs and concerns are built into project delivery.
Demi Razaq
Demi is a first point of contact for residents on site, providing updates, answering day-to-day questions and making sure concerns are followed through.
Helen Randell
Helen keeps residents informed throughout the works, coordinating meetings, updates and access around the construction programme.
Noel Boyle
Noel coordinates access, answers resident queries and works with the project team to support residents with individual requirements throughout the works.
Resident liaison in practice.
Advent 2 and 3, Manchester
Façade remediation and External Wall Insulation delivered as Principal Contractor in an occupied residential environment.
“Where delays occurred, they have been communicated well and the works is of good quality.”
ADVENT 2 RESIDENT
The Greenhouse, Leeds
Combustible façade elements replaced while residents remained in occupation throughout the works.
“The QA, the proactive approach to reporting, and the quality of works on this scheme have been a real success – we do see the efforts made, and we thank the team for them.”
DANIEL ROSS, PROJECT MANAGER FOR THE CLIENT, HOLLIS
Butterbiggins Road, Glasgow
A six-storey residential building where remediation was delivered around residents, including those with accessibility requirements.
A dedicated Resident Liaison Officer coordinated access and communication, with additional measures supporting safe access and emergency arrangements for vulnerable and disabled residents.
In their words.
“Nigel and his team delivered this complex project with professionalism and care, ensuring minimal disruption to residents while maintaining excellent quality and programme control.”
“Just wanted to say a big thank you for responding to the issue with the builders… So often, things like this get swept under the rug or ‘handled internally’ and forgotten about. It really meant a lot that I was listened to.”
“Their attention to resident liaison and communication was exemplary and so much so they have been chosen to remediate another BSF project in Manchester where I am Director and looking forward to working with them on this project too.”
Plan the work around the people living through it.
If residents will remain in the building while work takes place, communication, access and individual needs need to be considered alongside programme, safety and construction.
SCOTLAND
74 Glencraig Street
Airdrie, North Lanarkshire
ML6 9AS
NORTHERN REGION
Unit 12 Ashburton Park
Trafford Park, Manchester
M17 1EH
SOUTHERN REGION
Unit 3, 362B Spring Road
Southampton
SO19 2PB
Insulated Render Systems (Scotland) Ltd, trading as IRS Construction · Registered in Scotland no. SC441561 · © 2026