Case Study: Home Group strengthens tone of voice and customer communications with Creative Bridge

Home Group refreshes tone of voice across 60,000 homes with Creative Bridge

Home Group, a major UK provider of housing and social care, faced a challenge in ensuring its communications consistently reflected its core values. They engaged Creative Bridge for a tone of voice refresh to address a lack of personality in their materials, which was hindering their ability to build trust with customers and colleagues.

Creative Bridge developed the "Being a Home Group person" concept, using a Scrabble motif to illustrate a flexible and human-centered approach to communication. They implemented this through redesigned correspondence, extensive staff training, and comprehensive guides. The solution empowered employees to communicate with more warmth and empathy, significantly improving customer engagement. The vendor was praised for their sector knowledge and for making a noticeable difference to how the client connects with its audience.

Home Group