A Warm Welcome for Shared Ownership Homeowners

Connexus is a leading rural housing association operating across Shropshire and Herefordshire, managing over 10,000 affordable homes. With a commitment to creating “homes you can build a life in”, Connexus places its customers and communities at the heart of its approach.

As part of its ongoing commitment to improving the home mover experience, Connexus partnered with Home Move Box to introduce bespoke welcome boxes for customers moving into their new shared ownership homes.

Enhancing the Customer Experience

Moving home is an exciting milestone, but it can also be a stressful experience. After joining Connexus, Sales Manager Vicky Kirby reviewed the customer journey from the first point of contact, identifying opportunities to create a more personal and positive experience throughout the purchasing process. Welcome boxes were a natural next step, building on an idea already championed by her colleague Declan. The objective was simple: to create a meaningful welcome that acknowledged customers’ investment, helped them feel valued and supported, and encouraged continued engagement.

As Vicky explains: “For many customers, completion marks the end of their journey with the Sales Team, but it is also the beginning of their journey as a Connexus customer.” For shared ownership customers, this relationship continues well beyond moving day, with Connexus becoming their long-term landlord and partner in their homeownership journey.

A Personalised Welcome from Day One

Working in partnership with Home Move Box, Connexus introduced bespoke, branded welcome boxes designed specifically for its shared ownership customers.

Delivered as customers move into their new homes, the boxes contain practical essentials including tea, coffee, sugar, snacks, toilet roll and simple cleaning supplies. Carefully chosen to make those first hours and days easier, the contents provide a thoughtful gesture when everyday items are still packed away.

Customer Engagement Opportunity

More than just a welcome gift, the boxes also provide Connexus with a valuable customer engagement opportunity. By including its customer magazine and information about company initiatives, Connexus can help customers stay informed, get involved and share feedback on their moving experience.

The boxes also support the #MyConnexusHome campaign, encouraging customers to share their moving day experiences on social media and tag Connexus as they settle in. By sharing these first-hand experiences, Connexus hopes to raise awareness of shared ownership and help more people understand the opportunities it can offer.

Box Design, Contents and Fulfilment

Home Move Box worked collaboratively with Vicky and the Connexus team throughout the development process, from the initial brief and box design through to product selection, print and fulfilment.

Abs Ibrahim guided Vicky from the initial concept to the finished product, while the design team translated her vision into a bespoke Connexus-branded box. The design was approved without a single amendment, creating a consistent brand experience that reflected the team’s ambition for a warm, personal welcome.

The contents balanced practicality with thoughtfulness, while the flexibility to include Connexus’s own printed communications ensured the boxes served a wider purpose as a customer engagement channel.

With design, production, packing and fulfilment managed by Home Move Box, Connexus benefits from a convenient, scalable solution that takes the operational complexity out of delivering a consistent welcome experience.

Building Stronger Customer Relationships

The introduction of the shared ownership welcome boxes provides Connexus with a simple yet meaningful way to enhance the customer journey at a pivotal moment – key handover.

By combining practical essentials, personalised branding and useful information, Connexus is creating a positive first impression while opening the door to continued customer engagement. The initiative reflects the Sales Team’s wider commitment to supporting customers beyond the purchase and welcoming them into the Connexus community.

It also supports Connexus’s ambition to improve the customer experience across its housing portfolio, with opportunities being explored to extend similar welcome programmes to customers across other housing tenures.

“Working with Home Move Box made bringing this idea to life incredibly straightforward. From my first conversation with Abs, I felt supported throughout the process. He helped guide me from the initial concept through to the final product, and the design team absolutely nailed the brief.” Vicky Kirby, Sales Manager, Connexus.

For Home Move Box, the Connexus partnership demonstrates how a thoughtful welcome can deliver value beyond moving day. By bringing together branded welcome gifts, practical essentials and customer communications, housing associations can build meaningful connections with residents from day one, helping them feel welcomed, valued and supported as they settle into their new homes.

One thoughtful gesture.
A more connected experience.
Stronger, longer-lasting relationships.