Effective Resident and Stakeholder Management - An In-Focus Guide

Welcome to this Starfish Construction In-Focus Guide.

Façade remediation projects in residential occupied and student accommodation settings present a unique challenge.

Not only must work be carried out to the highest safety and compliance standards, but people continue to live, study, and work in the very buildings undergoing remediation, which brings its own challenges.

The way we communicate, engage, and build trust with residents and stakeholders is often just as important as the technical work itself. In this In-Focus Guide, we will explore how Starfish Construction combines digital innovation, dedicated Resident Liaison Officers, skilled site and project teams, and proven behaviours to deliver safe and successful projects.

Our objectives are that you will gain:

• An Understanding of the importance and difference our approach and our Resident and Stakeholder Hubs bring for effective project communication

• Insight into the essential role of our Resident Liaison Officers

• Knowledge of the dual role of projec and site teams in managing engagement

• Information on how our SKEB behaviours underpin trust, empathy, and professionalism

• Ways to ensure safety, compliance, and customer care in your occupied projects, working with Starfish Construction.

There is nothing worse for residents than coming home from work one day and finding their usual parking space blocked, or waking up to construction noise and feeling like they have no idea what's happening when scaffolding starts to appear on their property. As a company, we empathise with these concerns and ensure communication and interaction between all stakeholders.

Connecting with stakeholders is crucial to project success, as it reduces concerns, potential conflict and complaints. Before stakeholders can understand the project, they need to know who we are and who to contact if the need arises.

Technology alone is insufficient. That is why our high-rise occupied remediation projects are supported by a Resident Liaison Officer (RLO), who acts as a link between stakeholders and our project and site teams. RLOs are essential to our strategy for remediation projects involving façade remediation and building envelope projects. Their role is not merely administrative but a crucial connection between residents, the site team, property managers, and duty holders. Every day, they help turn what could be a disruptive experience into one where people feel supported, listened to, and respected.

The RLO role is founded on empathy, communication, and problem-solving. They:

• Host regular Q&A sessions and drop-ins
• Provide inclusive support for vulnerable residents
• Address concerns promptly, reducing potential conflicts
• Ensure regular updates are communicated electronically and verbally if necessary
• Organise resident events like litter picks, coffee mornings and barbeques.

The RLO role also directly supports compliance with the Building Safety Act. While the legislation requires accountability and transparency, it is the RLO who brings those principles to life in practice. They ensure that stakeholders understand why the work is being done, how it will impact them, and what protections are in place. Amy Butzki, a Starfish Construction RLO commented: "It's not just about ticking compliance boxes; it's about honest conversations with people who are interested in the project or might be worried or frustrated. If I can help them understand what is going on, the reasons for the works being carried out, and help them feel reassured, then I'm supporting the Act's broader objectives."

No two days are the same for an RLO. One day might involve hosting drop-in sessions and addressing residents' queries. At the same time, another might be spent updating the digital Hub, responding to emails, and attending site meetings to ensure residents' voices are heard. The role requires adaptability, empathy, and excellent communication skills, as RLOs must balance the needs of multiple stakeholders at once.

A key part of their work is supporting vulnerable or anxious residents. By simplifying technical information, arranging alternative access, or adjusting schedules, RLOs ensure individuals feel safe and in control. This personalised approach helps reduce stress, encourages cooperation, and creates a smoother experience for everyone. For clients, property managers, and duty holders, RLOs add significant value. They help reduce disputes, manage expectations, and take responsibility for day-to-day resident communication, allowing clients to concentrate on technical and strategic priorities.

Every member of our team contributes to stakeholder management. Professionalism, courtesy, and responsiveness develop positive relationships just as much as technical expertise. Site personnel are supported by digital systems, such as secure apps and facial recognition technology, which continuously record who is on site, ensuring security and transparency, giving reassurance to both residents and regulators.

While site staff handle daily safety and direct engagement with residents, our project teams maintain compliance records, manage the Golden Thread, and coordinate with clients and regulators. This dual approach ensures smooth governance and delivery.

Resident and stakeholder management relies on close collaboration between project and site teams. Explore a typical day to see how their roles complement each other.

Both teams play distinct but equally vital roles. The site team oversees safety and maintains daily contact with residents, while our projects team ensures compliance, governance, and transparent communication. Together, they deliver safe and considerate building envelope and façade remediation in occupied buildings.

We recognise that building remediation in occupied residential buildings and student accommodation is about far more than technical delivery. Every decision and action, every update, and every conversation carries weight. By placing clear communication, empathy, and professionalism at the heart of our approach, we ensure that residents and stakeholders are updated and supported throughout the entire process.

The SKEB framework provides more than a checklist of competencies; it defines the culture of our projects. Our commitment to setting industry-leading standards and behaviours is embedded through training, mentoring, and the Starfish Construction Elevate pledge. This ensures every team member demonstrates professionalism and accountability. By consistently living out these behaviours, we create trust not only with clients and duty holders, but also with residents, leaseholders, and the wider community.

The Skills, Knowledge, Experience, and Behaviours (SKEB) framework is more than a set of competencies; it defines how Starfish Construction delivers safe, compliant, and people-focused façade remediation projects. From technical expertise and regulatory knowledge to lessons learned on complex projects and the values that guide our daily actions, SKEB underpins everything we do. In this section, you'll explore each element interactively, discovering how they come together to create trust, ensure compliance, and deliver projects that set new industry standards.

Every successful project begins with the right technical skills. At Starfish Construction, we combine expertise in building envelope and façade remediation, technical surveying, roofing, and installation to deliver safe, compliant, and high-quality outcomes. Explore the flashcards below to see how our practical skills add confidence to every project.

Building Regulation Compliance

Delivering successful external refurbishment projects across multiple sectors.

Technical Surveying

Assessing and resolving complex building challenges.

Installation Techniques

Executed by skilled tradespeople to ensure quality and compliance.

Delivering complex building remediation projects demands more than technical ability. It requires a deep understanding of the regulations that govern building safety, as well as the standards that ensure projects are compliant, traceable, and sustainable. Our knowledge spans regulatory frameworks such as the Building Safety Act, PAS 9980, and the requirements of Pre-Construction Service Agreements (PCSA).

In this interactive section, explore how our expertise in façade systems, non-combustible materials, and transparent information sharing under the Golden Thread helps us deliver projects with confidence and accountability.

Skills and knowledge are only part of the picture. The way our people behave every day, showing respect, honesty, reliability, and responsibility, is what truly shapes resident and stakeholder experiences. Explore how these behaviours define our culture and build trust.

The Building Safety Act requires that all safety-critical information is captured, recorded, and shared transparently. At Starfish Construction, we embrace the Golden Thread to ensure accountability and confidence throughout every project.

Every occupied project must strike a balance between technical requirements and the daily lives of residents and stakeholders. During every Hi-Rise, occupied project, we treat every resident as a client. Consistent processes ensure that safety and communication are never left to chance, creating confidence from day one.

• Before work begins, we map every stakeholder, identifying residents, duty holders, surveyors, and property managers, and then build a tailored engagement plan.
• Site set-up includes launching the Resident & Stakeholder Hub, introducing the Resident Liaison Officer, and issuing initial project work and safety notices.
• During delivery, scheduled newsletters, staged access planning, and on-site meetings keep projects predictable and manageable.
• Post-project, we maintain a legacy of trust through continued support where needed.
• By aligning these steps with project gateways and the Golden Thread, we ensure accountability, consistency, and full compliance with the Building Safety Act.

At Starfish Construction, we see façade remediation as more than a technical challenge; it's an opportunity to safeguard communities, enhance building performance, and set new standards for the future of our industry. Our project at St George's Island, Manchester, stands as one of the UK's most significant residential high-rise remediation schemes. Supported by the Building Safety Fund, the programme involved the complete remediation of five residential blocks comprising more than 400 homes. Our management of the stakeholder communications exemplifies why the UK's commercial property managers trust us. Watch the video below and hear from Adam Denton-Beaumont, Starfish Construction Director - London South Business Hub.

Processes are only effective when consistently applied. By following structured steps and prioritising communication, we reduce disruption, keep projects compliant, and give all stakeholders confidence throughout the remediation journey.

Planning is essential to every project. Planning for residential projects is critical.

Ensuring notice is given to stakeholder ahead of works is critical to foster a good working relationship and to reduce friction.

Failure to plan and inform can lead to conflict between all stakeholders and reduce overall trust.

Customer care extends beyond keeping residents safe and informed during remediation works. It is about recognising that projects affect people's homes, routines, and communities. By showing consideration, empathy, and respect throughout the process, we create a positive experience that continues long after we depart a site.

Our approach naturally extends into project legacy. Once the works are complete, what we leave behind is a safe, compliant building envelope and a positive impression with the community. When residents feel they have been listened to and respected, the legacy is one of cooperation, appreciation, and stronger community relations.

• Customer care includes clear communication, limiting noisy works to agreed hours, supporting vulnerable residents, and responding quickly to concerns.
• Hosting community events such as BBQs, drop-in sessions, or litter picks fosters goodwill and helps residents feel part of the project, not just disrupted by it.
• The visible presence of the Resident Liaison Officer and site team builds trust and provides reassurance in day-to-day interactions.
• Project legacy is about more than a compliant building. It is about leaving behind stronger relationships, safer environments, and residents who feel valued.
• By combining technical excellence with genuine care, Starfish Construction demonstrates that successful remediation projects deliver both safety and community benefit.

Every project has an impact on residents' day-to-day lives, whether it is access restrictions, changes to parking, or increased noise during working hours. How these issues are managed is just as important as the technical quality of the remediation itself. At Starfish Construction, customer care is not an add-on; it is an integral part of project delivery.

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