Empowering, authentic cultural change in housing

Cultural change in housing that champions a new way of “doing things around here” through the PA Way. Client: PA HousingType of project: Cultural Change Programme & Customer ExperienceSector: Property & HousingRegion: UK Background Catalysing customer-centric cultural change in housing Following the merger between Paragon and Asra housing associations PA Housing became one of the larger housing …

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Cultural change in social housing for Peabody

How we put human-centred thinking at the heart of cultural change in social housing – creating practical cultural change grounded in a kinder, low-effort way of doing things. Client: PeabodyType of project: Cultural Change, Customer Experience & Tone of VoiceSector: Property & HousingRegion: UK Background Cultural change for a G15 housing association in a merger. When George Peabody, …

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Customer Experience in Social Housing

Improving customer experience in social housing and giving teams a customer-focused purpose. Client: Paragon Community HousingType of project: Customer Experience & Cultural Change programmeSector: Social Housing Background Why customer experience in social housing changes lives Your home is a place of safety, refuge and escape. It’s about family and security – which is why it’s also an …

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Tone of voice guidelines to create a cultural shift

Tone of voice guidelines that created a cultural shift for Westway Trust. Bringing a human face to an innovative social enterprise. Client: Westway TrustType of project: Cultural change, Tone of voice, Service TrainingRegion: London Background A human tone of voice When Europe’s longest stretch of elevated motorway came to North Kensington in the mid-1960s, it …

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A human experience for PayPal customers

Changing the way PayPal communicated to create a more human-centred experience for customers. Client: PayPalType of project: Tone of voice, communication and service experienceRegion: UK and Europe Background The brainchild of Elon Musk during his San Francisco garage business days – PayPal has become a household name. Their meteoric rise with eBay had meant that, …

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Social enterprise brand proposition and tone of voice

Developing an authentic brand proposition and purpose for a technology-focused social investor. Client: Nominet Trust (Social Tech Trust)Type of project: Authentic Brand Proposition, Cultural Change, Tone of VoiceSector: Social Enterprise / Third SectorRegion: UK (impact Global) Background An authentic brand proposition rooted in social purpose A brand is so much more than how your organisation looks and …

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