Driving Increased Engagement and Service Take Up Across Wigan’s Family Hubs

Wigan Council recognised the need to ensure that families were aware of the full range of support available through its Family Hubs network. Engagement data showed that families often encountered information inconsistently or too late to benefit. The Council wanted to create a more coherent, recognisable, and accessible system that made it easy for families to find, book, and attend services. This led to a strategic focus on branding, digital access, and consistent communication across all partners.

Objectives

• To increase awareness and take‑up of Family Hub services across all communities.
• To create a consistent, recognisable Family Hub brand used by all partners.
• To simplify access to information through digital and printed formats.
• To ensure families can easily book sessions and navigate the system.
• To strengthen communication channels between hubs, schools, and community partners.

How the project was set up

To maximise reach, Wigan produced QR‑coded information cards in large batches of 5,000–10,000 and distributed them widely—through police officers attending home visits, through schools, community partners, and at every meeting or event. Schools shared the QR code via Class Dojo, ensuring direct access for thousands of families. Alongside this, the Council redesigned Family Hub timetables to be highly visual, easy to understand, and available in multiple formats: downloadable, printable, and paper copies for those who prefer offline access. Timetables are refreshed every half term to keep information current and engaging.

A new digital booking system is being developed, which will be supported by a refreshed QR code, enabling families to access timetables and book sessions quickly

• Over 140,000 visitors have accessed the system, demonstrating strong engagement.
• Families report increased awareness of what Family Hubs offer and how to access support.
• The QR‑card approach has created a simple, universal entry point for all services.
• Schools and partners now consistently promote the Family Hub brand, strengthening recognition.
• The new booking system has reduced barriers to attendance and improved session planning.
• Visual timetables have made information more accessible for families with lower literacy or English as an additional language.

Learning and changes made

The Council learned that families respond best to simple, visual, and repeatable communication. The QR‑card approach proved particularly effective because it required minimal effort from families and partners. The team also recognised the importance of updating timetables regularly and ensuring that printed copies remain available for families who prefer non‑digital formats. As a result, Wigan has embedded a half‑termly communication cycle and strengthened its partnership approach to distribution.

• Use a single, consistent QR code as the gateway to all Family Hub information.
• Produce highly visual timetables that work equally well online and in print.
• Distribute information through schools and trusted partners to maximise reach.
• Refresh materials regularly to maintain engagement and avoid outdated information.
• Invest in a simple, user‑friendly booking system to reduce friction for families.

What we might have done differently

Earlier investment in a unified booking system could have streamlined access sooner. The Council also noted that co‑designing timetable formats with families at the outset could have accelerated improvements in accessibility and clarity.

Effectiveness and sustainability

The project has been highly effective in increasing awareness, simplifying access, and strengthening the Family Hub brand. The QR‑card system, digital booking platform, and half‑termly communication cycle are now embedded in business‑as‑usual processes, ensuring long‑term sustainability and continued growth in service take‑up.