Coordination of craftsmen and the communication with tenants

In the framework of SINFONIA, a series of residential buildings was refurbished, including refurbishment measures inside inhabited flats. From the beginning of the project the Municipality of Bolzano is trying to adopt:

a) an innovative communication strategy that guarantees a transparent flow of information and an environment of trust;

b) a coordination strategy for all the construction site activities and all the actors involved in SINFONIA in order to optimise timelines and effectively.

The communication strategy includes the following activities:

1. to organize a series of meetings addressed to tenants with the aim of knowing and understanding their problems, needs and desires; to provide the correct information about the refurbishment projects within SINFONIA, especially on the technical details of the devices that will be installed in their apartments, the resulting benefits and possible uneasiness that tenants will face during the execution of the works;

2. to create a guideline, a so-called “user manual”, which can help the tenants to better manage their apartments and the main technical devices installed within the SINFONIA project, with regards to heating, ventilation, and electricity;

3. to set up the Demo apartments, open to all tenants willing to view the outcomes of energy refurbishment. By visiting the apartments, the tenants will be able to better understand the benefits associated with energy refurbishment.

4. to appoint a role of the Tenants’ Representative, a privileged channel that favors ease and transparency of communication between the municipality and the tenants, regarding the energy refurbishment activities of the buildings included in the SINFONIA project.

The coordination strategy includes the organization of a weekly meetings with the main construction company and all the trade companies involved, the direction of the works (DL), the architectural designers, the security managers on site, Responsible for the project by the Municipality and the Sinfonia’ Project manager, in order to prevent and to solve any problems in a coordinated and timely manner.

 

During the course of the work the Municipality is always informed in case correction strategies are required in order to:

1. to improve the different strategies of communication with the tenants

2. to sharpen the coordination of the different activities of the construction and trade companies involved in the project.

3. to improve the coordination of the different offices of the Municipality involved in the project.

 

1. To improve the different strategies of communication with the tenants

With the purpose to improve the communication with the tenants the Municipality of Bolzano decided to appoint a new figure to assist daily the tenants in the execution phase of the work; he is an employee of the Municipality who develops the followings assignments:

  • He/she visits the construction site daily to listen to possible tenant complaints;
  • He/she helps the tenants and the developer to better plan and organize the different works in the flats.
  • He/she delivers all the informative letters to the tenants to hand (hands to door), explaining the content of it. This procedure has improved the relationships between the Municipality and the tenants increasing the climate of trust.
  • He/she verifies that the developer and the various trade companies respect the schedules fixed for developing the work in the apartments;
  • He/She checks that the preventive procedures to avoid uneasiness are being implemented.

 

2. To sharpen the coordination of the different activities of the construction and trade companies involved in Sinfonia.

The coordination strategy includes the organization of weekly meetings with the construction company and all the trade companies involved, the direction of the works (DL), the architectural designers, the security managers on site, Responsible person for the project by the Municipality and the Sinfonia Project manager, in order to solve any technical problems and economic problems in a coordinated, integrated and timely manner. During these meetings the modifications of project, the price of the materials ecc. must be discussed all together in run time.

 

3. To improve the coordination of the various offices of the Municipality involved in the project.

To organize weekly coordination internal meetings with the offices of Municipality involved in the activities of Sinfonia project.

These meetings are revealed of extreme importance because they allow to face the problems in real time and to be able to take shared decisions.

 

Conclusions:

The actions adopted by the Municipality (the meetings of the DL, the meetings of internal coordination, the direct communication with the tenants through the new figure of the mediator) have become soon very effective to the point that that the Municipality is able to prevent and to resolve the problems in fast and effective way.

 

Lessons learnt:

It is necessary to individualize immediately a strategy of coordination among all the actors (trade companies involved, the direction of the works (DL), the architectural designers, the security managers on site, Responsible for the project by the Municipality and the Sinfonia Project managers), involved in the project and it needs to be always ready to redefine and to make it more effective.

In this context the select to add to the figure of the Tenants’ Representative an professional Mediator has been of great importance for creating a climate of confidence and an active involvement of tenants in relation to different activities within Sinfonia (from invasive monitoring measures, such as the installation of the ventilation system, substitution of the fixtures, change of the system of heating, metric and photographic surveys).

This new figures of support to the Municipality, the developers and the tenants have contributed to improve the coordination of all the energetic refurbishment activities of Sinfonia project.

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