THE CLIENT
Cornwall Housing manage and maintain approx.10,400 council homes on behalf of Cornwall Council. They also look after approximately 300 leaseholders on behalf of the Council and manage garages, shops and land in neighbourhoods with council housing. They also deliver the Homechoice and Housing Options and Advice service for the Council and have 56 of their own homes built for social rent in Cornwall.
THE PROJECT
Cornwall Housing needed an expert copywriter and master of plain English to help make changes in the way they communicate with residents. We helped them to develop new tone of voice guidelines, building these from the ground up and ensuring staff involvement and engagement at all times.
Phase 1 involved information gathering sessions with members of the Cornwall Housing team, including preparation and delivery of a pack of digital training materials.
Phase 2 was the production of tone of voice guide, training materials and templates based on the above, plus digital rollout of the new tone of voice via online training sessions.
Phase 3 provided 50 rewrites of existing letters and forms.
Want to know more about how Mightier could help you develop and use a friendly tone of voice that speaks to your customers or service users? Get in touch for a chat – no obligation, just friendly advice and expertise.