Notes your whole team can think with.

Priya has chaired the tenants’ association at Elm Court for six years. Most of what the council tells residents reaches her first, usually as a text message at night.

On the new repairs letter she was blunt: “Nobody reads the letters. They read the group chat.” Forty-one flats are in it.

• Ask whether the group chat could carry the repairs calendar.
• Compare with Interview 9, where letters did work.