What made the PlaceShapers Communications Network day feel different?
14 July 2026
I left reminded that good communication starts with listening, that homes shape lives, and that the strongest ideas often come from spending time with people who are working, in practical ways, to do the right thing for residents and communities.
I always enjoy catching up with the PlaceShapers team. There is something valuable about getting out, meeting people in person, seeing a different place and hearing how other organisations do things. As the PlaceShapers Communications Coordinator for the north west, this summer’s Communications Network Day at Phoenix Community Housing in south east London was one I will remember.
Travelling down the day before gave me time to arrive without rushing, and the clear travel information from Phoenix and PlaceShapers helped make the journey feel easy.
When I arrived, the welcome felt genuinely warm. The space worked well, everything we needed was close by, and there was time to chat before the agenda started. That sense of openness carried into the conversations that followed, with communicators from member organisations all over the country.
The strongest message for me was Phoenix’s approach to community housing. The connection between health and homes came through clearly — not as separate issues, but as things that shape each other every day. Phoenix understands how much the home environment can influence wellbeing, and the importance of listening to people where they live.
Residents did not feel kept at arm’s length from the organisation. They felt part of it. That came through clearly when residents spoke during the day, and when Gavin Wallen, Resident Chair of the Board, talked about what it means to be a resident-led housing association. The building reflected that, with colleagues and residents sharing the same space in a way that felt natural rather than staged. One comment summed it up well: “You can’t ever come to work without engaging with residents.”
Chat & Chips was a simple but effective way of bringing people together. Residents collected stickers as they spoke to colleagues from different teams and, if they spoke to everyone, could get a deal from the chip van. It encouraged relaxed conversations, built confidence and helped people feel connected to both Phoenix and each other.
The same practical focus came through in Phoenix Chief Executive Denise Fowler’s reflections on sustainability. Denise spoke about staying independent and financially strong, while continuing to provide homes that will work well for people now and in the future. I was particularly interested in how growth and new homes were linked to people’s lives, including how moving into smaller, better-quality homes can support changing needs and free up larger homes for others.
Jonathan Lawn, Phoenix's Director of People Services and Communications, led a fascinating, practical session - in partnership with residents Kelly and Dennis and his colleague Faye Rimdap - of what being a resident-led association mean for communications.
Matt Sugden
Matt Sugden, PlaceShapers board member and Chief Executive of Railway Housing Association, also reflected on what is happening in housing more widely, including the conversations around Andy Burnham’s role through No 10 North. For me, it was a reminder that decisions and conversations outside our own organisations can still shape what happens locally. It reinforced the importance of PlaceShapers continuing to share real stories from our communities, so residents’ experiences are part of the bigger conversation.
That wider perspective fitted well with the tone of the day. Everyone was there to learn from each other. There were no hierarchies, no sense that some views mattered more than others, and everyone was encouraged to speak, share ideas and contribute. That openness is one of the things I appreciate most about PlaceShapers.
The site visit brought some of those ideas to life. It was a real treat to speak to the architects behind Phoenix’s award-winning intergenerational homes at Melfield Gardens in Beckenham. The approach shows how thoughtful design can help people move into homes that better suit their changing circumstances, while also freeing up larger homes for others.
Attendees from all over the country at Melfield Gardens
The communications discussions were just as valuable. We talked about AI and the importance of keeping messages authentic, simple, short and free from jargon. I was also interested in Phoenix’s Resident Communications Group (of which Dennis and Kelly are part), where residents can dip in and out, are treated as equals, and have a real voice in helping shape messages before they are shared more widely.
It was a memorable day, with plenty to take away. I left reminded that good communication starts with listening, that homes shape lives, and that the strongest ideas often come from spending time with people who are working, in practical ways, to do the right thing for residents and communities.