An Introduction to…

Communi ty Liaison

&

Corporate Respons ib i l i ty

The Department

Community Liaison - Key roles & responsibilities

• We are the interface with the local community

• Provision of Information in a timely manner using effective method of communication– Information Sheets/E mail updates– Notice Boards– Community Liaison Panels

The Department

• Handling and resolving complaints

• Meeting with stakeholders to address concerns and issues

• Managing expectations

Community Liaison – Complaints Handling

3 ways a Crossrail Contractor can receive complaints:• From the Local Authority• Complaints made directly to us the

contractor• Complaints made through the Crossrail

Helpdesk

Processes

Helpline Process & Procedure

• Complaints process• Importance of communication• Reply within 24 hours, enquiries and

complaints and how we deal with them and close them out.

Processes

Examples of real time complaints

• Noise on Farringdon Road – complaint received from local resident

• Complaint of sewage smell on St John Street from a local business

Processes

• Examples of real time complaints

• Noise on St John St – concern raised by a local business/customer

• Complaint of lack of adequate signage during weekend road closure

The DepartmentCorporate Responsibility - Key Roles • Engagement

– Schools / Organizations and Businesses

Corporate Responsibility - Key Roles • Institutional / Media Relations / PR

• Corporate Responsibility - Key Roles • Community Investment

Key Achievements

Positive Community Engagement. Vinoteca-N11- Crossrail Feedback- Cycling Event - Godmother

Considerate Contractor's Scheme Award

Nomination

Reduction on the number of complaints.

Key Achievements

Significant Donations have been made to the Rainbow Trust as a result of the observation card initiative

As a result of your contributions towards the purchase of raffle tickets we are making further donations to, The Light House - £1,000

Finally……..

• We are currently looking at new Community Investment Initiatives, as we are all a team we welcome suggestions from you as we are keen that C435, Farringdon leaves a lasting legacy even after the completion of the project.

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We are our neighbours keeper. Please if you hear anything from a member of public, let us know so we can act on it Reputational RiskWe never know who we might be talking to… please refer any query to the helpdesk and the community liaison team

Remember