Challenge
Landmark Realty set out to replace an aging residential community with a modern, transit-oriented development. The multi-year project required closing and demolishing existing units while keeping residents informed, maintaining goodwill with local officials, and reassuring investors that the project would move forward smoothly.
At the same time, Landmark had to navigate sensitive flashpoints: resident anxiety around redevelopment, a serious property break-in that raised safety concerns, and the unprecedented disruption of the COVID-19 pandemic. Any misstep in communication risked delays, public backlash, or damage to Landmark’s long-standing reputation as a responsible local owner.
Action
Red Banyan became Landmark’s strategic communications partner throughout the redevelopment lifecycle, helping manage both planned and unexpected challenges.
We:
- Led resident communications around redevelopment announcements, timelines, lease terms, and relocation support, ensuring messages were clear, empathetic and consistent across letters, emails and on-site meetings.
- Managed crisis communications in moments of heightened concern, including safety incidents and COVID-related financial hardship, crafting messages that acknowledged residents’ fears, outlined concrete steps being taken, and reinforced Landmark’s commitment to their well-being.
- Equipped leadership with strategic messaging by drafting talking points for planning board appearances, community meetings and investor updates that framed the project’s benefits, addressed tough questions head-on, and demonstrated Landmark’s long-term commitment to the community.
Throughout, our focus was on anticipating issues before they escalated, aligning internal stakeholders on key messages, and maintaining a consistent, human tone in all outreach.
Impact
With Red Banyan’s support, Landmark was able to move a complex redevelopment forward while preserving trust among residents, officials and investors.
- Residents received timely, transparent information, which reduced confusion, complaints and rumor-driven opposition.
- Safety and COVID-related crises were addressed swiftly and empathetically, preventing isolated incidents and external shocks from derailing the broader project.
- Decision-makers and investors were reassured by disciplined, consistent messaging that showcased Landmark as a thoughtful, community-minded developer.
The result: the redevelopment progressed without major reputational setbacks, and Landmark emerged from the process seen not just as a builder of new housing, but as a long-term partner that communicates openly, plans ahead, and does right by its residents even in times of change.