Hillcrest hosts National Engagement Workshop with CX-Feedback

Hillcrest recently welcomed engagement professionals from housing organisations across Scotland to a sold-out workshop focused on enhancing tenant engagement, delivered in partnership with Fraser Campbell and Marc Kelly from CX-Feedback.

Held by Hillcrest’s Engagement Team, the workshop explored the power of targeted and customised communications in building meaningful relationships with tenants. By tailoring messages to specific groups and demographics, landlords can ensure that communications are relevant, useful, and foster trust.

Attendees travelled from across the country – from Fyne Homes in the west, Langstane and Grampian in the north, down to Viewpoint Housing in the central belt – to take part in the session.

The workshop highlighted a digital-first approach to tenant engagement, with a strong focus on value for money and how to communicate it effectively.

Participants also examined the age profiles of social housing tenants, representation data from surveys, and best practices for crafting headlines and messages that are not only read—but understood and remembered—across all communication channels.

The event was a resounding success, sparking insightful discussions and sharing innovative strategies to help landlords better connect with their tenants in a rapidly evolving communications landscape.

Gillian White, Hillcrest’s Engagement Team Manager, said: “It was fantastic to bring together such a passionate group of professionals who are all committed to improving how we engage with tenants. The workshop gave us a chance to share ideas, challenge assumptions, and explore new ways to make our communications more impactful and inclusive.”

Fraser Campbell, Senior Tenant Engagement Consultant at CX Feedback, added: “Targeted engagement isn’t just about sending messages – it’s about sending the right messages to the right people at the right time. This workshop showed how data-driven insights and thoughtful communication design can transform tenant relationships and deliver real value.”