We’re excited to launch our Resident Liaison Officer (RLO) Toolkit, designed to help housing providers build engagement strategies that work — and make them easy to put into practice.
Retrofit projects often face refusals, access issues, scheduling challenges, and customer concerns.
The toolkit draws on housing provider Broadacres’ in-house Resident Liaison Officer model – an approach that has successfully addressed these challenges by putting residents at the centre of delivery. It explains why RLOs are vital to successful retrofit programmes and offers practical guidance on how to support them.
Who should access these guides?
- Senior leaders, programme managers, and teams shaping social housing retrofit strategies—particularly those designing engagement approaches or supporting RLO roles.
Who else should be aware?
- Wider Retrofit Sector: To understand the critical role RLOs play, how they can help shape a people-centred approach and consider how to bring a similar approach into your own projects.
- Policymakers: To learn about our people-centred approach and how in-house RLO support successful retrofit delivery.
- Journalists: To explore our innovative engagement tools and share these approaches with a wider audience.
Example Tool in Action
Also featured in the toolkit:
📄 Case Study 1 by Shortwork – How Broadacres’ in-house customer liaison model delivers better outcomes, faster and fairer.
📄 Case Study 2 by Shortwork – How Broadacres works with contractors to build resident buy-in, removing barriers.
📘 Practical Guide – The case for establishing RLOs in retrofit programmes, and practical guidance on how to support them.
Access the Resources
To download the full set of resources, please fill out the form below. Once submitted, you’ll be redirected to the resource download page.