Our Customer Charter reflects our commitment to residents, customers, their representatives and local communities.

design build facades’ Customer Care Team is led by a Tenant Liaison Officer (TLO) and is there to safeguard the interests of residents and building users throughout every project, engaging with them before, during and after construction works, creating and maintaining excellent relationships throughout.

The Customer Care Team will:

  • Introduce themselves to all residents by personal contact, ensuring that residents understand the team’s role and how to contact them.
  • Provide advance consultation events and regular drop-in sessions at a convenient local venue to explain the programme in detail, examine samples of materials to be used and address queries or concerns from the outset.
  • Act as direct liaison between residents and design build facades’ Project Management Team ensuring that residents’ questions are heard clearly and answered promptly and professionally.
  • Establish close relationships between residents, external agencies and the Client Team thereby building an environment of mutual trust and respect.
  • Ensure that pre-commencement surveys are undertaken in every property, taking time to understand individual circumstances and the specific support needs of vulnerable residents.
  • Provide detailed updates and forward plans of works on a noticeboard convenient for residents to access with regular and frequent updates ensuring residents are kept fully informed.
  • Augment the noticeboard with a regular newsletter sharing progress reports and planned works.
  • Contact every resident individually regarding the scheduling of internal works, for example, window removal, to ensure they clearly understand when access will be required and wherever possible to accommodate individual residents’ availability and schedules.
  • Ensure that all site personnel are DBS-checked as necessary, carry photo-identification badges and wear hi-vis at all times which identifies them as design build facades’ personnel.
  • In the event of any complaints implement design build facades’ Complaints Process, ensuring that the process is undertaken promptly, fairly, openly and concluded within agreed timescales.


  • We will at all times uphold design build facades’ ethos of exemplary customer care.
  • We will be courteous and respectful at all times.
  • We will minimise disruption, noise and waste for residents, building users and adjacent communities.
  • We will work safely in accordance with all current legislation to ensure residents and building users are protected.
  • We will be clearly identifiable wearing identification badges and appropriate PPE.