Establishing new brand values and the creative strategy for a refreshed customer-facing brand

Grainger is the UK’s largest professional residential landlord with nearly 10,000 homes to rent in many different styles up and down the country. As well as operating purpose-built rental homes, Grainger designs and builds them, creating places that suit the needs of modern renters, professionals, sharers and families.

With a growing customer-base, expanding service team and drive to maximise the customer experience, Grainger needed a new set of values that captured the professionalism and warmth of the organisation, as well as its ambitions and service standards. The values also needed to reflect the company purpose of Renting Homes, Enriching Lives.

The values project led to several strands of brand strategy and communication work, including developing the creative strategy for a refreshed customer-facing brand, updating customer communications, developing graduate recruitment literature and contributing to customer experience concepts and service style communications.

Working with Grainger marketing and customer experience teams and Philosophy Design