In this powerful new episode of the Accidental Business Owner Podcast, host Jay Allen brings on Dougal Paver — a long-standing industry expert who knows the high stakes of major development, stakeholder engagement and transformation projects. Dougal serves as Managing Director of Merrion Strategy, a strategic communications and stakeholder engagement consultancy specializing in the built environment and major regeneration schemes.
What really makes this episode stand out is the focus on one specific real-world project: the refurbishment of the St James Business Centre in Warrington — an 80,000 sq ft multi-user business centre undergoing a ~£5 million transformation.
If you’re a business owner, property professional, operations leader, or just someone interested in how communication and stakeholder alignment drive big projects, this episode is for you.
Meet the guest: Dougal Paver
Dougal has more than 25 years of experience in marketing, public relations and stakeholder engagement within the built environment. He has advised major developers, regeneration agencies and strategic land-owners across the UK.
In his current role at Merrion Strategy, he continues to direct complex projects, combining his expertise in communications with the rigour of development, policy, property and regeneration. One of his recent clients noted his strong network, deep knowledge of public affairs and capacity to operate at scale.
When hearing him speak, you’ll benefit from someone who isn’t just an academic or consultant in isolation — he’s been in the trenches of real projects, real tenants, real contractors.
Key business themes explored
Here are some of the major themes you’ll hear during the interview:
How often do we treat communication as “nice to have” rather than “must-have”? Dougal reframes communication as core business infrastructure — especially when you are managing change.
Examples from the discussion:
Advance warnings, tenant briefings, regular updates.
Aligning builders/contractors with occupier needs and building management.
Clear escalation paths: who to call if something goes wrong.
The project isn’t just “tenant” vs “contractor”. Dougal walks us through mapping all parties: building management, facilities services, tenants, contractors, local authority/regeneration partner, car-parking, IT/internet services, cycling facilities, reception, café/amenities etc.
Each group has distinct needs — the communications strategy must reflect that.
This is where the rubber meets the road: how to minimise downtime, maintain tenant satisfaction, deliver construction works. Key issues:
Phasing of works to avoid large scale interruptions
Advance notice + transparency around noise, access changes, services impact
Buffering tenants by offering “what’s in it for them” (improved facilities, café, breakout, technology hub)
In the case of St James, the building was re-branded (new name) and positioned as a more modern, flexible hub to meet evolving occupier demands.
Dougal discusses how building perception matters: not just the steel and concrete, but how people feel about the environment, the service, the communication culture.
At the heart: communication builds trust. When tenants feel heard and informed, they are more tolerant of disruption and more likely to stay long-term. Dougal emphasises accountability: who says what, when, how—and making sure follow-through happens.
1. Communication as the operational backbone2. Stakeholder mapping & segmentation3. Managing “live” disruption in a multi-user property4. Brand and perception management5. Business owner takeaways: trust, transparency and accountabilityKeywords for SEO: Accidental Business Owner Podcast, Episode 104, Jay Allen, Dougal Paver, Merrion Strategy, St James Business Centre Warrington, business communication, stakeholder engagement, refurbishment project management, multi-tenant property management, business owner insights.
17 mins
Nov 26 202528 mins