Transforming Resident Engagement During Planned Investment Works: Sutton Chelsea Estate

Planned investment works often face a critical challenge: keeping residents informed and engaged. Traditional methods like resident liaison officers (RLOs), emails, and notice boards frequently fail to bridge the gap between project teams and communities. This case study explores how Clarion Housing partnered with ebrik to revolutionise communication during the Sutton Estate planned investment works, setting a new industry benchmark for transparency and engagement.

In addition to our successful work on housing regeneration projects such as the Sutton Chelsea, Barne Barton, Ravensbury project, we were excited to apply ebrik’s innovative digital engagement platform to planned investment works, demonstrating how our services enhance communication and transparency across all phases including consultation, construction, and aftercare.

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The Challenge: Breaking Down Communication Barriers

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The Sutton Estate project faced three core issues common to planned works:

1. Limited Accessibility: Reliance on physical meetings and printed notices excluded residents who couldn’t attend sessions or missed emails.
2. Lack of Visual Engagement: Complex construction processes were difficult to explain verbally, leaving residents anxious about disruptions.
3. Disconnection from the Process: Residents felt like passive recipients, leading to frustration and mistrust.

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‍The Solution: ebrik’s Digital Resident Engagement Platform

ebrik introduced a 24/7 digital communication strategy that transformed how Clarion Housing engaged residents and commercial tenants:

• Visual Progress Tracking: Guided video tours showcased materials, timelines, and on-site work, demystifying the construction process.
• Two-Way Feedback: A dedicated portal allowed residents to ask questions and share concerns in real time, fostering collaboration.
• Accessible Updates: Information became available on-demand, eliminating reliance on meetings or emails.

“Using ebrik on our project has greatly helped with our engagement and updating our customers and tenants, helping us reach a far wider audience. Ana has an ability to capture the ‘feel’ of a project, putting the people at its heart and helping the team feel comfortable on camera. This is then combined with a talent for turning this into an interesting and engaging clip and update – allowing the customers to see what is going on ‘behind the Wizard’s curtain” - Alan Mortimer, Lead Planned Investment Manager | North London, Clarion Housing

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Impact: Building Resident Trust Through Transparency

The results redefined resident engagement standards:

• 85% of Commercial Tenants Actively Engaged: Businesses used the platform to plan around disruptions, reducing operational downtime.
• Resident Satisfaction: Residents reported reduced anxiety and increased trust.
• Industry Recognition: Shortlisted for the Best Customer Impact Award at the National Housing Maintenance Forum.

Why This Matters for the Housing Sector

The Sutton Estate project highlights a paradigm shift in planned works communication:

• Digital-First Strategies outperform traditional methods in accessibility and engagement.
• Visual Storytelling bridges the gap between technical jargon and resident understanding.
• 24/7 Accessibility ensures inclusivity for all demographics, from busy professionals to elderly residents.

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Conclusion: A New Standard for Resident Engagement

By prioritising transparency and accessibility, Clarion Housing not only improved resident satisfaction but also set a replicable framework for future projects.

“ebrik has been such a game changer for my construction project through their very innovative way of cataloguing the different stages of the project and uploading them onto a platform, accessible to those most impacted by the project. As a result of their work, my project was shortlisted for the Best Customer Impact Award at the National Housing Maintenance Forum. I highly recommend their services.” - Fredrick Owusu-Bennoah, Divisional Manager, Wates Living Space

Explore the Live Project:

Transforming Resident Engagement During Planned Investment Works: Sutton Estate, Chelsea

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Ready to Transform Your Communication Strategy?

Contact ebrik at ana.moutinho@ebrik.co.uk or visit www.ebrik.co.uk to learn how digital engagement can elevate your next project.

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