Customer Liaison Officers (CLOs) are an integral part of our Decent Homes programme. There are two teams of CLOs. One team comprises of Sandwell Homes’ staff.  The second team of CLOs are employed by the construction partners who deliver the improvement works on behalf of Sandwell Homes.

Predominantly, our customers will have contact with the construction partner’s CLOs, who will be the first point of contact before, during and after any improvement works are completed.

Once the construction partner begins work on site, each tenant or leaseholder will receive an introductory letter from a CLO, requesting a visit whereby they can collect information. This information will ensure that the CLO is aware of any special needs or individual circumstances that need to be considered whilst improvement works are undertaken.

The CLO will explain what works are going to be undertaken, what precautions need to be taken to ensure health and safety. The CLO will also provide their contact details and the out of hours emergency service details.  Once work commences, the CLO will be in regular contact with the tenant and will be the first point of contact in the event of an enquiry or concern.

CLOs are responsible for ensuring that tenants and residents receive first class customer service at all stages of the improvement works.