Supporting Residents, Building Trust

At Fortem, we believe that Every Home Matters. This isn't just our strapline - it's the principle that drives every decision we make. Our work goes beyond bricks and mortar. We aim to create safe, sustainable and thriving communities where residents feel genuinely cared for throughout every phase of a project.

This commitment has been brought to life on our Middle Park Estate project in Birmingham, where we’re delivering energy efficient retrofit upgrades and installing new kitchens and bathrooms across 32 low-rise blocks of flats.

This year, we have successfully delivered 215 elements in January, 290 in February and a record-breaking 504 in March. The scale of the work is substantial, but through thoughtful planning and meaningful engagement, disruption is kept to a minimum.

At the heart of it all is our dedicated Customer Liaison team, led by our passionate Regional Customer Care Manager, Abi Wilkins.  

Putting people first

Abi leads a team whose job is more than just coordination - it’s about championing the voice of the resident. "My team’s role is to ensure every step of the programme is inclusive, well-communicated and as smooth as possible, especially for vulnerable residents," she explains. "We don’t just deliver updates - we build relationships, trust, and reassurance."

The Customer Liaison Officers (CLO) manage everything from early communication and pre-start surveys to ongoing resident support. Their goal? To make residents feel seen, heard and valued.

Engaging early

One of the keys to success is early and transparent communication. Engagement starts months before work begins to ensure residents understand what’s coming, how it might affect them, and how we’ll support them throughout.

"We host engagement events in partnership with Birmingham City Council where residents can ask questions, see examples of previous work and meet the team. We provide 21 days' notice for retrofit works, and 35 days for kitchen and bathroom replacements. This gives us time to build trust and manage expectations."

Pre-start surveys and one-on-one meetings help tailor the experience for each resident. “For us, it’s about more than just fitting a kitchen. It’s about understanding who lives in the home, what their day-to-day looks like, and how we can make their journey as smooth as possible.”

Minimising disruption

Working in occupied homes is a challenge we embrace with empathy. Whether it’s shift workers needing peace and quiet or vulnerable residents who feel anxious about strangers in their homes, the CLO team adapts to their needs.

"We’ve had residents who will only allow work if a familiar CLO is present. We’ve arranged alternative accommodation for those whose mental health would be impacted by the disruption. We try and schedule noisy works to fit around daily routines."

Our team ensures that every concern is acknowledged and resolved with care. From replacing water damaged item to attending face-to-face progress meetings, we’re here for residents every step of the way.

Collaborating for community impact

True success comes from collaboration. CLOs communicate daily with project teams during morning briefings and work closely with the client to address resident concerns in real time.

"Every week, we meet with Birmingham City Council’s Senior Housing Officer to review access, safeguarding and resident feedback. Monthly engagement events give residents a platform to share their voices and shape their community."

We also work with resident groups, local charities, housing officers, and other stakeholders - ensuring the entire community is connected and supported.

Feedback fuelling progress

At the end of each project, our CLOs conduct satisfaction surveys. Every score and every comment helps us grow. We follow up on snagging issues and take pride in learning from every phase.

A great example of our approach came when six residents needed temporary accommodation during disruptive SHDF works. Working closely with the council, we coordinated their kitchen and bathroom replacements during the same period. The result? Delighted residents who felt valued.

"They told us they appreciated the way we considered their safety and comfort. That kind of feedback tells us we’re getting it right."

Success measured in trust and community wellbeing

For Fortem, success isn’t just about completed works. It’s about happy residents, strong community relationships and clear communication that creates confidence in our service.

"You know it’s working when residents attend engagement events, leave positive feedback, and feel comfortable approaching our team. We want people to feel respected and listened to - that’s when we know we’re living up to our promise that Every Home Matters."

Lead with heart

Abi has a final piece of advice for those working on similar projects:

"Be proactive, compassionate and transparent. Build trust through your presence, your honesty, and your willingness to listen. Collaborate with partners who can support vulnerable customers. And above all, always remember - we’re not just working on homes. We’re working with people."

At Fortem, that’s what makes all the difference. Because Every Home Matters - and every resident does too.