Task

We assisted Untied House in securing one of the first major PFI path finder contracts in the United Kingdom. The overall project value was in excess of £450 million and our involvement included consultancy on the quality and financial submission and providing an online application to manage the project.

We were further commissioned to produce a communications plan for the residents affected by the work. All stakeholders of this substantial contract agreed that the communications protocol and method of ensuring full resident engagement would be a defining factor in achieving high levels of customer satisfaction, which were a written condition of contract.

Propellers specialist knowledge in Public Sector Housing and Resident Liaison helped define the communications protocol, which required us to work with the Resident Liaison Team and residents representatives to author detailed resident guides for the works.

Audience & Project Management

A key part of our business is working in public sector housing, having done so for many years we understand the important aspects of working with residents and how information is collected and communicated clearly and concisely to all stakeholders of a project.

Information must be made available to residents in different formats such as print, and web sites that are easily understood. This includes audio guides and Braille translations. We ensured that every reasonable medium was catered for when communicating messages. To this end we designed and produced not only printed collateral but also web portals to convey information.

As with all contracts we pro-actively managed all aspects of the job and ensure consistent design and layout and the use of plain English accurately translated where required. We also manage budgets, print and delivery to enable the liaison officers to carry out their tasks effectively.

Production

We have many resources available to us and copywriting is one of them. We employed a copy writer in this instance to help get the clear consistent message across to the residents. The final production of the collateral was well received by both United House but more importantly the residents; they felt the information conveyed was clear, well laid-out and easy to understand. This important aspect of customer service allowed United House easy access to occupied dwellings and through this process.