Description: Inform about the start, scope, and purpose of the project.

• Project Description: Create a clear description of what is covered in the entire project. Divide the project by property if it involves multiple buildings to make the information more relevant for each resident.

• Timeline: Include an overall timeline that visually shows when different phases will occur. This should be presented weekly to clearly show milestones and when different steps start and finish.

• Milestones: Specify which critical moments are considered milestones, such as when specific parts of the work will begin and end, and ensure that this is presented simply and visually to residents.

Justification: Early and clear information gives customers an overall understanding and sets expectations at the right level. It prevents worry and serves as a reference point if future conflicts or misunderstandings arise. By being transparent, the risk is reduced that someone will claim they didn’t understand or that the information didn’t reach them in an accessible way.

Points to consider: It is important to consider that different people need information communicated in different ways. This includes language barriers, age, digital maturity, and other conditions such as mobility impairments or disabilities. Adapt communication channels and formats so that everyone gets access to the information they need in a way that works for them.

Potential difficult deviations: In addition to the technical and administrative obstacles that may arise, such as permits and supplier issues, deviations can create additional problems for residents. 

An example is if a person with a disability has planned to move based on the timeline, but the renovation is delayed.

How does the property owner handle this, and how should you, as the person responsible for communication, handle the situation? It requires preparation to quickly find solutions and minimize the impact, especially if alternative external accommodations have already been booked.

Description: For some of your tenants, a physical information meeting is the best way forward. However, this does not apply to all tenants and depends on who they are and their circumstances. For example, Pelle, 22 years old, who works shifts at a factory, cannot attend an evening meeting. Or Muhammad, 45 years old, who does not have Swedish as his mother tongue, may feel uncomfortable taking in information or asking questions in a group, in broken Swedish.

Motivation: Meetings provide an opportunity to ask questions, build trust, and increase understanding of the project's timeline and impact. By adapting the meeting to the tenants’ needs and circumstances, it creates a sense of inclusion and security.

However, it is important to note that the same motivation can create exclusion if, for example, meetings are held in locations that are not accessible to all (e.g., due to distance or accessibility for people with disabilities).

Inviting tenants to group meetings can also hinder some individuals from asking questions, especially if pride prevents them from showing that they don’t understand or if they feel uncomfortable making themselves heard among other residents.

Inviting to group meetings where, for example, elderly people who have great concerns about the renovation feel they cannot attend due to health reasons, may result in them feeling they are missing out on important information and the opportunity to ask questions. It is important to clearly explain how they can still access the same information and have the opportunity to ask questions.

Consider: Plan the meeting well in advance and carefully define who you think the meeting is suitable for. For example, you might consider a meeting specifically for those who do not have Swedish as their mother tongue or for those who work irregular hours. Also, think about offering alternatives for those who cannot or do not want to attend, such as recorded meetings or written information. It is important to clearly indicate where this information is available and how tenants can follow up with their own individual questions.

Possible Difficult Deviations: Regarding meeting scheduling, it might be appropriate to consider whether to base it on specific tenants or whether the purpose and content of the meeting should rather be adjusted to the staff’s working hours. It may also be worth considering other factors, such as ongoing events (e.g., sports events). For example, a meeting coinciding with an Olympic final could result in poor attendance.

Description: Establish a contact method for individual questions and concerns. Define which contact method applies: Is there a specific person with a designated phone number? Can tenants send SMS to ask questions? Are there other contact methods, such as email or regular mail? How quickly can one expect a response? Is it possible to contact someone via apps like Messenger or WhatsApp? Is there an option to video chat with someone?

Motivation: Facilitating quick handling of individual problems and creating a sense of involvement. A clearly defined contact method reduces confusion and ensures tenants know where to turn and what to expect regarding response times and formats.

Consider: It’s important to have thought about potential questions that may arise and have answers prepared before calls start coming in. Sometimes you may need to say that you will follow up with an answer, but to build trust, it’s best if as many questions as possible have already been considered and answered. The staff handling the calls should also know how to act if a customer is not satisfied. The customer may be satisfied with the answer or how the question was handled, but not with the solution. A clear process map should show how to respond, what to do, and when a case should be escalated.

Possible Difficult Deviations: In complex projects affecting many people, such as pipe renovations, response times can increase, particularly during high workloads for the project team. Having a plan for handling these delays and clearly communicating expected response times can reduce tenant frustration. If response delays arise, have a pre-defined solution, such as additional staff, to avoid a “ketchup effect” (a sudden buildup of unhandled issues).

Description: Send regular updates on the project's progress and any changes to the timeline. This ensures that tenants have a current and clear picture of the project's development and any adjustments.

Motivation: Keeping customers well-informed reduces uncertainty or concern about delays and contributes to better trust in the project. It also demonstrates that the project is being handled professionally and that changes are managed effectively.

Consider:

• Set up a system to gather current status from the construction team in time to ensure updates are accurate and timely.

• Develop system support for how information about changes should be distributed. For example, when the timeline is updated, the recipient should receive an SMS, email, or another form of notification alerting them that a change has occurred.

• Be clear about what the problem is that caused the delay. Explaining the reason for delays transparently reduces dissatisfaction and shows that changes are being responsibly managed.

Possible Difficult Deviations: In addition to technical and delivery issues, accidents on-site can cause delays. For example, ongoing work could lead to a water pipe breaking and causing a leak. Problems can also arise if access to an apartment is not granted or if illness affects the availability of staff. It’s important to have a plan for handling these types of unforeseen deviations.

Description: Provide detailed information about access to the apartment, temporary housing, and other practical arrangements. Clearly explain what is expected of the apartment occupant during the renovation. This includes how obvious issues such as the lack of running water in the kitchen and WC will be handled. Also, inform about how noise levels and different construction phases will affect residents, and how long these disturbances are expected to last for each tenant. It is also important to clarify who will have access to the home during the renovation, and if third-party personnel are involved, it should be made clear that they have signed agreements to protect the tenant's privacy.

Motivation: Practical details are important for tenants to plan and prepare for disruptions. Providing this information in advance reduces the risk of misunderstandings and concerns, and tenants have a better understanding of what to expect during the renovation.

Consider: Ensure that logistical details, such as key handling and access to temporary housing, are clearly communicated and that responsibilities are well defined. Consider that there may be sensitive issues regarding privacy if outsiders (third parties) are given access to the home, and ensure that these parties have signed necessary agreements to protect tenants' rights.

Possible Difficult Deviations: Access to the property may sometimes need to change if construction-related problems occur. Other deviations may include unexpected disruptions, such as higher noise levels or extended periods without water or electricity. It is important to be prepared to communicate these changes quickly and clearly to tenants. Prepare responses BEFORE any deviations occur so that communication can happen quickly, ensuring all tenants receive the same information and no one feels unnecessarily concerned.

Description: Send short, regular updates during the ongoing work (e.g., weekly) to keep tenants informed about progress, any changes in the project, and unexpected issues or delays that arise. Updates may include both planned events and any problems that have occurred. If unforeseen issues or delays arise, it’s important to inform tenants as soon as possible and explain the measures being taken.

Motivation: Continuous and transparent communication provides security and shows that the project is progressing as planned, even if problems arise. Regularly informing tenants reduces the risk of misunderstandings and anxiety about the project's status. Transparency in handling problems and delays reduces dissatisfaction and shows that the situation is being managed proactively.

Consider:

• Ensure that there is a plan for how these updates will be carried out practically. This includes defining who is responsible for follow-up, who will handle the information, and who will decide what to communicate.

• Decide how the information will be packaged and sent out to tenants.

• A good idea is to set up digital information boards in stairwells or common areas where quick updates can be made. Combine this with a simple SMS system to reach out to everyone quickly and effectively.

• Also, prepare a manual method, such as flyers that can be distributed in mailboxes or posted on doors. However, keep in mind that continuity is a challenge with this method, as the information must be removed when it is no longer relevant.

• Develop a plan for how to quickly communicate deviations to customers, including a clear action plan to restore trust.

Possible Difficult Deviations: Unexpected technical issues in construction can be hard for those who are not experts to understand. It’s important to clearly explain what this could mean. An example could be encountering problems with plumbing that need to be addressed before work can continue, or discovering moisture or mold that must be remedied. It could also involve delays in accessing certain areas, for example, if a tenant is not home when work is scheduled. Uncertainty about such deviations can cause frustration, so it is important to communicate solutions quickly and clearly to reduce worry and keep tenants well informed.

Description: Provide information about the final phase, including the restoration of areas and the final inspection. It is important to describe in detail how the final inspection will proceed and what the tenant can expect. Also, make sure to clearly inform about any restrictions, for example, that the toilet or other wet areas must not be used before the final inspection is completed, especially if it concerns a bathroom renovation. Make sure this is also communicated to the contractors so that none of the workers mistakenly inform the tenants that the work is finished, causing the tenant to use the space before inspection. The purpose of the inspection is to ensure that everything functions and meets quality standards before the wet areas are put into use.

Motivation: Clear information about concluding works ensures that tenants know what remains and when their homes will be restored. By clarifying the process for final inspections and any restrictions, the risk of incorrect use and misunderstandings is minimized.

Consider: Plan the restoration carefully and make sure tenants are informed of any last-minute adjustments. Ensure that all information regarding restrictions, such as the use of the toilet or bathroom, is clearly communicated to both tenants and contractors.

Possible Difficult Deviations: Minor adjustments or delays may occur during the final inspection or in addressing any issues. There may also be delays if faults are discovered that must be fixed before the residence can be restored to its original condition. Therefore, it is important to communicate clearly that the timeline may be adjusted depending on the final inspection’s results.

Description: After the renovation, ask tenants for feedback on the process and communication. It is important to clearly explain how the feedback should be provided. The feedback process should be adapted to different target groups, such as older and younger residents. Older individuals may prefer to provide their feedback by phone or on paper, while younger individuals may prefer a digital form or the option to submit free-text via SMS. Tailoring the feedback method to the target group is essential to ensure the statistics are not skewed or represent only one group’s preferences.

Motivation: Feedback from tenants can improve future projects and shows that the company values the tenants’ experience. By adapting the feedback collection methods to the target audience, a fairer and broader picture of tenant satisfaction is ensured.

Consider: Design the feedback process in a way that makes it easy for tenants to participate. Consider offering different options for providing feedback and consider incentives to increase response rates. Ensure the process is accessible to all target groups, regardless of their preferences or technical knowledge. DESIGNATE WHO is responsible for collecting, presenting, and suggesting actions based on the feedback, and how this will be implemented in the next project to take advantage of development potential.

Possible Difficult Deviations: It can be challenging to collect all feedback in time if tenants do not prioritize responding to surveys. If the collection methods are not adapted to all target groups, the responses can be skewed, with certain groups overrepresented while others do not participate in the feedback process.

Description: Provide a final summary and offer contact channels for future questions or issues.

Motivation: This concludes the project in a professional manner and provides reassurance that help is available even after the work is completed.

Consider: Since the established contact channels for the project only function for a certain period, you should consider how to ensure customers save the permanent contact information for potential future issues.

Possible Difficult Deviations: After the completion, minor technical issues may arise that require attention even after the project has been formally concluded.