Client:

Watford Community Housing Trust

Sector:

  • Housing & property

Services:

  • Marketing
  • PR & Communications

Watford Community Housing Trust is a registered housing provider, which owns and manages almost 5000 affordable homes across communities in Watford and Three Rivers. As a community gateway organisation, residents and local empowerment are at the heart of everything the Trust does. To support the vision of 'better homes, friendlier communities - together', we carried out a thorough review of all the Trust’s communications, to develop a new strategy and standards.

Drawing on our experience of strategic work with all of the country’s community gateway organisations, the review focused on ways to achieve a ‘channel shift’ to greater digital service delivery, and improved value for money.

The Trust has used the strategy that emerged from this project as a springboard for some high-impact changes, including a facelift for its website and making online content more mobile-friendly and compatible version. The organisation also acted on our recommendations around social media, so now has a much more active Twitter presence, with a more than threefold increase in followers.

Since the review, we’ve continued to help the Trust strengthen its profile and reputation by copywriting various awards submissions, including the UK Sustainable Housing Awards.

“The review went across all our communications activity, and teased out in fine detail what we were doing
well and where we needed to improve. It really helped us to sharpen up our whole approach.”

Joe Dumont, Communications and Marketing Manager, Watford Community Housing Trust

To complete the review, we worked closely with the in-house communications and marketing team to plan and hold focus groups and telephone conferences with residents, staff team sessions, board member interviews, an online survey and a thorough website and social media audit.

We pulled together the results to write a new, much shorter and more focused communications strategy, focused on six key principles to support the Trust’s objectives and business plan.

Like a lot of our work, this project was a real team effort for Creative Bridge. Led by our senior communications consultant, the review called upon and made use of specialist skills across our teams, including digital, customer engagement and media relations.