Why Housing Associations Need a Proactive Communication Strategy
There's usually plenty happening across a housing association, but residents don't always hear about it. Sharing updates on a regular basis helps explain what's changing, highlights positive work taking place and keeps important information in front of the people who need it.
Why should housing associations communicate regularly? Most residents only hear from their housing association when something needs repairing or an important update needs sending. Communicating more often helps keep people informed about what's happening across their neighbourhood throughout the year.
Should communication rely on digital channels alone? Using printed and digital communications together helps reach more residents and allows people to access information in the way that suits them.
What type of information should be shared? Maintenance updates, community projects, local events and practical advice all help keep residents informed throughout the year.
Does presentation matter? Clear, well-designed communications are easier to read, easier to recognise and help create a more consistent experience.
Why shouldn't residents only hear from you when there's a problem?
For many residents, the first letter through the door is often about a repair, an inspection or another issue that needs attention.
That can unintentionally shape how people view their housing association.
Sharing regular updates throughout the year creates a different conversation. Residents gain a better understanding of what's happening across their neighbourhood and can see the work taking place behind the scenes, even when it doesn't directly affect their home.
Regular updates could include
- Planned improvements
- Estate maintenance
- Community projects
- Resident events
- Seasonal advice
- Service updates
Do all residents want information in the same way?
Probably not.
Some residents prefer receiving an email they can read on their phone, while others are far more likely to read a printed newsletter that arrives through the letterbox.
Rather than choosing one over the other, many housing associations combine printed and digital communications so important information reaches as many households as possible.
Communication channels
- Resident magazines
- Newsletters
- Email updates
- Direct mail
- Social media
- Community noticeboards
Why share positive news?
Housing associations are often carrying out far more work than residents realise.
New play areas, environmental improvements, community funding, volunteer projects and neighbourhood events all help improve an area, but many residents only hear about them if they're actively promoted.
Sharing those stories helps residents understand where investment is taking place and highlights the positive work happening within their community.
Ideas to share
- Estate improvements
- Community events
- Resident achievements
- Environmental projects
- Funding announcements
- Local partnerships
Why do welcome packs make a difference?
Moving into a new home comes with plenty of questions.
Providing useful information from the beginning helps new residents settle in more quickly and gives them somewhere to find important contacts without searching for them later.
A welcome pack can also introduce local facilities, explain available services and help people feel more connected to their new community from day one.
A welcome pack might include
- Welcome letter
- Useful contacts
- Local facilities
- Bin collection information
- Community services
- Emergency numbers
Why should every communication look consistent?
Whether someone receives a newsletter, a letter, an email or a welcome pack, it should feel like it comes from the same organisation.
Consistent colours, typography and layouts make communications easier to recognise and create a more professional experience for residents. Over time, that familiarity also makes important information easier to identify.
Keep communications consistent across
- Letters
- Newsletters
- Resident magazines
- Website
- Social media
- Welcome packs
Frequently Asked Questions
Regular communication keeps residents informed throughout the year rather than only contacting them when problems arise. Sharing updates more frequently also helps explain the work taking place across the community.
Most housing associations use a combination of printed and digital communications. Newsletters, magazines, letters, email and social media each play a different role in helping information reach residents.
Welcome packs usually contain practical information that helps new residents settle into their home, alongside useful contact details and information about local services and facilities.
