CASE STUDY
Making potentially life-changing communications easier to understand – and act on
Challenge
A social housing provider was facing above-average rent arrears – and high levels of complaints.
Both of these challenges had a strong communications component. Communications around rent arrears were complex – and had become disjointed over time as new information was added into them. Communications around service charges were also complex and difficult to understand.
Both suites of communications were generating high levels of complaints.
Ahead of a transition to a new CRM, the organisation asked Wordtree to review these communications – and the processes surrounding them.
Solution
First, we carried out a thorough review of a number of suites of communications. We considered the regulatory context, the organisation’s policies and brand – and resident needs.
We then mapped out the logic for communications flows and created a messaging framework that set out what each communication needed to say.
Finally, we rewrote the suites of communications to align with the new framework, working closely with the organisation’s subject matter experts and legal counsel.
Results
This is a relatively recent project, but our client is already seeing higher levels of resident engagement earlier in the rent arrears process. At the same time, annual service charge communications have resulted in fewer complaints.
With a clear framework in place, teams have a mechanism for updating these critical communications when necessary. And they had a clear logic to input into the new CRM.
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Communications Manager
Housing association