EPIC has unveiled The EPIC Connection, an organisation-wide cultural change programme designed to strengthen relationships with tenants, colleagues, contractors, and community partners. Developed in collaboration with The Connectives, a consultancy specialising in people-focused transformation, the programme represents a major step forward in EPIC’s commitment to delivering services rooted in empathy, communication, and trust.
At a time when tenants across the UK are demanding clearer communication, quicker follow-through, and more personalised support, EPIC is taking a proactive and people-first approach.
“The EPIC Connection is more than just a project; it’s how we want our organisation to feel,” said Tracey Johnson, CEO. “It’s about building relationships where everyone feels heard and respected, and where our colleagues feel confident to communicate openly and could help people make informed decisions that move beyond transactions.”
“As a Board, our role is to ensure EPIC remains focused on what matters most — our tenants and our communities. The EPIC Connection reflects our commitment to strong governance, accountability, and long-term trust. It shows that we are not only listening to tenant feedback, but embedding it into how the organisation thinks, behaves, and delivers every day. This programme gives us confidence that EPIC is building a culture capable of meeting today’s expectations while remaining resilient for the future.” Chair of the Board, Simon Wilson.
Putting people first
Creating an EPIC Connection delivers a culture that takes the organisation even further forward, towards meaningful, human conversations. It provides every colleague with the tools to:
- Communicate openly and honestly
- Build stronger relationships through collaboration
- Listen without judgement and act with empathy
- Improve follow-through and close the loop
This approach aligns with EPIC’s aim to create a culture built on transparency, accountability, and genuine care.
Shaped by tenant insight
The programme has been informed by extensive engagement with tenants, who shared both positive experiences and areas for improvement. Tenants said they most value responsive staff, flexibility, and feeling listened to.
They also told EPIC they want to see:
- More consistent communication
- Better follow-up on repairs and maintenance
- Faster replacements for items such as doors
- More accessibility and adaptations
- Earlier involvement in decisions that affect them
- Easier ways to communicate, including apps such as WhatsApp
These insights are built directly into The EPIC Connection’s rollout plan for the next 12 months.
Setting a new standard for local housing
“Trust is built through actions, not promises,” said Sharon Shaw, Director of Resources. “The EPIC Connection is our commitment to listening more, acting with integrity, and ensuring every tenant experience reflects the organisation we want to be.”
The programme is underpinned by four key pillars:
- Efficiency – streamlined and consistent processes
- Partnership – working with, not just for, tenants
- Innovation – adapting to achieve better outcomes
- Communication – clear, open, and two-way
Together, these create a culture where people thrive, relationships grow, and services improve.
About EPIC
EPIC is a community-based housing association providing homes at affordable rents across North Staffordshire. They strive to empower tenants with the resources and support they need to thrive, while also making a positive impact on the wider community.
