How we are helping a G12 social housing provider

Large social housing provider delivering a phased regeneration programme across occupied homes. The scheme required a bespoke decant approach for vulnerable tenants and long-standing homeowners, alongside a cohesive community engagement strategy to maintain trust and continuity throughout the works.

Project overview 

  • Major redevelopment

  • Tenant decant and temporary relocation

  • Vulnerable tenant support

  • Project team and tenant communication 

  • Coordination of surveys and access

  • Stakeholder engagement 

  • Complaints and escalation management

  • Communication during live construction activity

The project affected 75 households and 6 homeowners.

The challenge 

Residents and tenants were experiencing:

  • Anxiety about disruption, decant and relocation

  • Concerns about programme timescales and certainty of key dates

  • Communication barriers, including language and accessibility needs

  • Safeguarding concerns and wellbeing risks among vulnerable households

The client required a bespoke resident liaison service that could:

  • Build confidence in the regeneration programme and the decant process

  • Reduce complaints and prevent escalation through early, clear communication

  • Provide practical support to all affected households, including homeowners

  • Act as a trusted bridge between the project delivery team and the community

  • Explain the project lifecycle, what to expect at each stage, and how residents can raise issues

Key services delivered 

We delivered a multi-channel communication plan led by a dedicated Resident Liaison Officer. The RLO made first contact with every household and offered one-to-one meetings to understand concerns, identify additional support needs, gather feedback and establish a transparent, reliable point of contact for the duration of the regeneration.

We implemented a strong mobilisation and introduction plan, including:

  • Team introduction pack with clear roles, escalation routes and key contacts

  • Door-knocking to reach residents quickly and reduce missed communications

  • Home visits for vulnerable residents and those requiring reasonable adjustments

  • Weekly on-site presence to provide drop-in support and real-time updates

  • Multilingual communication of timelines, milestones and what residents should expect.

  • Early coordination of housing needs assessments to inform decant planning

This approach ensured residents remained informed at each stage, issues were captured early, and responses were provided within agreed SLA timescales. As a result, complaints reduced significantly and miscommunication across the community decreased.

A range of complex needs was identified, and initial support measures were put in place to ensure all residents’ voices were heard. Feedback was shared with the client to drive service improvements and enable early intervention where required.

Sensitive support

During a home visit, the RLO identified that an elderly tenant was extremely distressed about the upcoming redevelopment and was considering refusing access. The RLO also identified memory loss and worked with the tenant’s family to agree a simple reassurance plan, including clear key messages, a consistent point of contact, and a direct telephone number added to the tenant’s list of important contacts.

The tenant called regularly; while information sometimes needed to be repeated, the established relationship with the RLO improved understanding and reduced anxiety. Home visits were scheduled to coincide with key correspondence so that information could be explained in person, and weekly welfare checks were introduced. This consistent routine reduced worry about upcoming changes and created a pattern of communication the tenant could rely on.

Positive outcomes

  • Improved resident satisfaction

  • Increased participation in consultations

  • Improved access and cooperation for the project team

  • Stronger trust between residents, the project team and the housing provider

  • Clearer, more consistent communication and faster issue resolution

  • Reduced project delays linked to resident concerns and access issues

  • Earlier identification of safeguarding and wellbeing concerns

Contact us for more information