THE LOWDOWN: Here's a sample of a leaflet I wrote for Yorkshire Housing. They asked me to re-write eight of their customer information leaflets. Getting the content right was important as much of it formed part of a customer's tenancy agreement. Again, use of plain English, bullet points and clear subheads make the content straightforward and easy to understand. Well written customer information can help to reduce telephone and online enquiries, saving valuable staff time.

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