Tone of Voice
Our tone of voice reflects our role as the bridge to independence. We communicate with respect and optimism, recognising that our tenants are taking important steps toward building their new lives.
Empowering
We speak to people's strengths and potential, focusing on what they can achieve rather than limitations.
Support
Our language provides reassurance while encouraging independence and personal growth.
Practical
We communicate housing information clearly and provide actionable guidance for everyday living.
Our Language
We Do Say
Empowering language
"You're ready for this next step" not "You need help"
Future-focused terms
"Building independence" not "temporary housing"
Active partnership
"We'll work together" not "We'll help you"
We Don't Say
Institutional terminology
Complex housing jargon without explanation
Overwhelming information
Too many requirements or rules at once