Resident Communications Masterclass

Tpas National Consultancy Manager Emma Gilpin talks about delivering meaningful communications.

As a qualified Broadcast Journalist, with more than 20 years working in journalism and communications, Emma shares her experience and learning to talk through the principles of effective communication.

The session focuses on tips, tools, and techniques to help you to make the most of opportunities to share information, promote opportunities and engage in two-way conversations with residents.

Who Should Attend?

This session is suitable for all staff as well as involved residents.


Event Synopsis

Effective communication is critical to transparency and accountability, as outlined in the Social Housing White Paper, and to meet the Consumer regulatory standards. However, it’s much more than that – meaningful two-way communication, alongside the provision of tailored engagement opportunities, is essential to build trust and ensure that residents are informed and engaged with housing providers. This in turn enables tenants to hold organisations to account, effectively challenging how services are delivered, and for residents and staff to work together to ensure value for money and to continuously improve services.

Communicating effectively can be challenging, no more so than during the Covid-19 pandemic. It’s important to consider that we all have different needs when it comes to communications – how and when we want to receive it, what topics we are or aren’t interested in, how much detail we want to know, and how much, or how little, we want to get involved in giving our views.

This session will talk through some principles of effective communications, de-mystifying terms such as ‘audience’, ‘channels’, and ‘content’, and sharing tools, tips and techniques to help you to make the most out of your customer communications. By the end of the webinar, you should feel empowered and equipped to review and develop your strategies and plans to get the absolute best out of your communications, along with ideas of how to measure success.

Cancellation Policy

All cancellations must be made in writing. If you cancel your place less than 7 working days before the training you will incur the full cost.

If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to Tpas in writing.

Once we have received your cancellation in writing we will forward you a confirmation of your cancellation detailing what you will be charged.

Tpas Right to Cancel

We aim to make sure that the training run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel the training. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled training we will give you a full refund. Should we run the training again, we will give you priority.

Need us to train
more than 4 people?

in-house could work out more cost effective


Thu 9th Sep 2021, 10:00am - 3:00pm

Venue Details


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Residents Communication Masterclass
Membership Staff Tenant
Members £100.00 £100.00
Non-Members £150.00 £150.00

Event Contact

Name: Helen Phillips


Phone: 07858 717373

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