Housing association Wandle is based in South London and manages 7,000 homes across nine south London boroughs. With an incoming CEO, they wanted to understand their brand reputation. I proposed a two-pronged approach.

Firstly, I did some desktop research, reviewing their reputation online. Using online reviews, press coverage and social media engagement, I was able to paint a picture of their reputation, and benchmark it against other housing associations in the L12.

Secondly, I hosted a workshop with their Customer Excellence Panel to hear first-hand what their residents think. Their feedback and recommendations fed back into my final report which looked at Wandle’s strengths and ways they could improve.

Senior leadership at Wandle wanted a full external review of our reputation, from an experienced consultant and an outside perspective.

Charlotte was an absolute delight to work with, making sure that she fully understood the context of our operating environment, and the issues at hand, before auditing our digital footprint, and providing a comprehensive report on the stengths, weaknesses, opportunities and threats, with a series of recommended actions.

The report met our brief exactly, and offered fresh insight and ideas that we were able to implement.

Charlotte was professional, friendly and approachable, and delivered on budget and on time. I would work with Charlotte again in a heartbeat, and highly recommend her as a consultant.

Kirsty Minnis, head of communications, wandle