Building Trust with Stakeholders and Communities

Why communities doubt, and what we can do about it

Imagine this: You have spent months, maybe years, working on building the case and assembling the funding for a regeneration project that could transform a local area—better transport, new public spaces and economic opportunities. Yet, when it’s announced, the community reaction is lukewarm at best, hostile at worst. “It’s a waste of money.” “We weren’t consulted.” “It’ll never happen.” Sound familiar? You are not alone.

Our recent webinar, Rebuilding Trust for Regeneration Success, highlighted key insights into why trust in regeneration projects is so fragile and what practical steps can be taken to strengthen it. Drawing from discussions with regeneration professionals and public sector leaders, we explored the recurring challenges that undermine trust and the solutions that can make a real difference.

Why communities struggle to trust regeneration projects

Through the stakeholder engagement webinar series, we have been asking local authority officers why communities struggle to trust regeneration projects, and the responses we’ve received have been strikingly consistent. Many communities feel that regeneration isn’t designed with them in mind—the benefits seem distant or irrelevant to their daily lives. Some have witnessed projects stall for years, seen plans change beyond recognition, or experienced promises that were never kept.

The sheer complexity of the process—funding constraints, governance hurdles, long timelines—makes it hard for stakeholders and communities alike to connect the dots between today’s disruption and tomorrow’s benefits. Add to those, past experiences of poor communication, decisions being made behind closed doors, and a perception that local authorities struggle to deliver projects in a way that meets community expectations, distrust becomes deeply embedded. Without a deliberate effort to address these concerns, scepticism will continue to overshadow even the most well-intentioned projects.

How to tell if trust is waning

Identifying a breakdown in trust early is difficult—often, there’s no single moment when confidence is lost. Instead, it erodes gradually, and by the time public opposition becomes vocal, it can be much harder to repair. However, there are some warning signs that suggest trust may be slipping and that proactive steps are needed:

Apathy or low engagement: If consultation exercises are met with silence or only attract a narrow demographic, it may indicate that communities feel participation is pointless.
Persistent scepticism: If community members repeatedly question the motives behind the project, reference past failures, or express doubt that anything will happen, it’s a sign that trust is weak.
Growing resistance or misinformation: When opposition groups form, or when misinformation spreads faster than official updates, it suggests a lack of confidence in the project’s transparency.
Shifting political or stakeholder support: If local councillors, business leaders, or community groups who initially supported the project begin to distance themselves, trust may be faltering behind the scenes.

Recognising these signs early allows for course correction before negative sentiment becomes entrenched. If any of these patterns emerge, it’s a cue to reassess engagement efforts and take steps to rebuild trust before the project reaches a critical inflection point.

Why traditional approaches to building trust fall short

Many Local Authorities and project teams assume that more communication equals more trust. The reality is, one-way communication—press releases, public notices, consultation exercises that feel like a tick-box exercise—can sometimes make things worse. Communities don’t want to be “informed” about decisions; they want to be part of them.

Trust erodes when engagement doesn’t lead to tangible outcomes, when communities feel like they’re being asked for input, but nothing changes. It’s also lost when projects lack visible progress—long lead times, funding uncertainty, and bureaucratic delays create a vacuum where suspicion and frustration grow. And it’s fair to say that some people prefer the drama of opposition over the hard work of collaboration. It’s easier to criticise than to compromise.

So, What Can We Do Differently?

If trust is broken, it can be rebuilt—but it takes more than a few well-crafted communications. Here’s where regeneration projects need to shift their approach:

1. Move from One-Way Communication to Meaningful Dialogue

People don’t just want updates—they want conversations. Holding open forums where stakeholders can voice concerns, using multiple channels to reach diverse audiences, and ensuring that even difficult questions get straight answers can go a long way. Be upfront about challenges—delays, budget limitations, competing priorities. Communities respect honesty more than spin.

2. Show Progress, Even in Small Ways

One of the biggest frustrations for communities is seeing no tangible change. Even when large-scale transformation takes time, find ways to deliver visible wins—whether it’s temporary improvements, early-phase interventions, or simply better maintenance of existing spaces. Regular updates on what’s been achieved—even if incremental—keep people engaged.

3. Make Participation Meaningful, Not Tokenistic

Engagement isn’t just about asking for views; it’s about embedding community influence in decision-making. Co-design elements of the project with local people. Involve trusted local champions who can act as intermediaries. Shift from ‘consultation’ to ‘co-creation,’ where communities have a stake in shaping solutions, not just commenting on pre-set plans.

4. Acknowledge Past Failures and Be Transparent About Constraints

Regeneration often comes with baggage—past projects that fell short, funding that didn’t materialise, political shifts that changed direction. Rather than pretending these don’t exist, acknowledge them. Explain what’s different this time. Be clear about what is genuinely open for influence and what is not. Clarity, even about limits, builds credibility.

Understanding what can and cannot be influenced is critical. Councils and regeneration teams can shape engagement processes, decision-making frameworks, and project transparency. They can’t, however, always control funding cycles, political shifts, or economic downturns. Sitting in the middle are factors like stakeholder trust and project timelines—areas where influence is possible but not absolute. The key is recognising where energy should be focused: maximising control over clear communication and engagement while being upfront about external constraints.

5. Recognise That Trust Is Built in Relationships, Not Institutions

People often don’t trust something complex and impersonal, ‘the Council’—they trust people. Consistency in who engages with the community matters. If engagement is always changing hands, trust resets to zero. Long-term relationships, built with honesty and respect, are the most powerful tools regeneration teams have.

Rebuilding Trust Starts with a Shift in Mindset

Trust isn’t an abstract concept; it’s a series of actions, consistently applied. It’s about making sure communities feel heard, that their input has weight, and that they see real-world changes—however small—happening as a result.

Public sector managers working on regeneration projects have a difficult job. But by recognising why trust has been lost, adapting our approach, and prioritising relationships over press releases, we can gradually turn scepticism into belief, opposition into advocacy, and disengagement into genuine partnership.

Regeneration isn’t just about physical transformation—it’s about rebuilding trust in the process. And that starts with how we engage.

Angeliki is an advisory associate passionate about stakeholder engagement and communications. She helps clients develop policies and mobilise stakeholders to create successful cities and towns. Her experience spans infrastructure projects, including regeneration, energy, transport and water, where she promotes early engagement and builds effective strategies. Through her work, she builds project advocacy, enhances reputation, manages risk, and ultimately supports better client outcomes.

If you have any questions on this topic, or would like support, please contact your Delivery Associate, or email DeliveryAssociatesNetwork@Arup.com