Context
Raven Housing Trust needed to better explain how service charges are calculated and allocated to residents.
Problem
Customer service teams were repeatedly handling the same questions around service charges. Written explanations lacked clarity, creating confusion, frustration and unnecessary demand on internal resource.
Approach
We developed a clear, structured explainer video designed specifically for resident understanding – not internal jargon.
The video:
- Breaks down how service charges work in simple terms
- Uses animation to visualise where money is allocated
- Focuses on clarity, transparency and reassurance
It was designed as an on-demand resource that could be shared across digital channels and used directly by customer service teams.
Commercial Value / Outcome
The result is a scalable communication tool that:
- Reduces repetitive inbound enquiries
- Frees up customer service resource
- Improves transparency and resident trust
- Provides consistent, on-demand information
Instead of repeated explanations, the organisation now has a single, clear asset that delivers the message efficiently at scale.
