Our Communications approach Proactive communication achieves the best results. Poor communication is a reputational risk and can lead to unnecessary worry or confusion for our customers. It's better to get ahead of a crisis, so even reactive communication is planned and well managed. We have introduced Communications Business Partner meetings with Assistant Directors and Heads of Service to help plan ahead. Our communication will be: • Proactive and planned — give people enough time to engage and help mitigate any reputational risks. • Flexible — to deal with changing situations and any emerging crises. • Open and honest — tell people the truth and help manage expectations. • Empathetic — understand people’s needs, saying sorry where it’s needed. • Collaborative and two-way — champion the customer voice, tell people how they can get involved and make it easy for them to get in touch with us. • Accountable — explain how decisions are made and who makes them. • Focused on people — put people first and tell stories about real people. • Clear, accessible and inclusive — in line with our new tone of voice, we’ll use plain English and shorter sentences to help everyone understand us. We'll also respect everyone’s backgrounds. • Data driven — tailored to customers’ needs and preferences. • Timely — we’ll communicate promptly. • Value for money — Keep communication cost effective.
Who are we talking to?
We communicate with a range of people for different reasons. Customers and colleagues are first and foremost but it’s important that we keep in touch with partners too, as it shows the wider impact we’re having in our communities which could help secure future funding and new opportunities. It also shines a light on issues facing tenants to help lobby Government for positive change in social housing.
Our audiences: • Tenants, customers and wider communities
• C olleagues and prospective employees • P rospective tenants and homeowners • Local politicians and councillors • R egulator/funders (Regulator of Social Housing, Greater Manchester Combined Authority, Homes England, etc) • W ider partners (Councils, police, health and community services, universities, etc) • B oards and Committees • Trade bodies and other partners (National Housing Federation, Greater Manchester Housing Providers, PlaceShapers, etc)
6 Communications Strategy 2026–2028
Communications Strategy 2026–2028 7
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