CASE STUDY
Translating brand values into consistent delivery
Challenge
Our housing association client was facing a number of challenges. Its resident communications were complex and legalistic. Its teams were siloed. And they were experiencing high levels of attrition.
It wanted to reduce complaint levels – and increase satisfaction scores amongst residents and colleagues alike.
The organisation had already done some work to define its brand values. But it needed Wordtree to help them translate these aspirations into business-as-usual ways of working.
Solution
We designed and delivered organisation-wide workshops to understand colleagues’ needs, hopes and motivations. We also interviewed senior leaders and spoke to residents and other stakeholders.
We then collaborated with the senior leadership team to:
- Articulate the organisation’s purpose – in a way that everyone could get behind
- Build a framework that translated the organisation’s values into ways of working and communicating
We integrated the framework into critical processes – including recruitment, onboarding and strategy implementation.
Outputs included strategic frameworks, guidelines and bespoke training.
Results
With the framework in place, every single colleague knows how they need to make decisions and interact with others.
Internally, the organisation is experiencing reduced levels of colleague attrition. Employee satisfaction survey results have improved – with colleagues reporting higher levels of motivation.
Several organisation-wide initiatives have been implemented using the new framework.
Externally, complaints are gradually reducing – with residents more likely to perceive the organisation as a partner.
Discover other examples of our work
Head of Communications
Public sector organisation