12 August, 2018

Get Engaged: Testing different communications methods for engaging and retaining social housing customers

Two randomised controlled trials (RCT) were conducted in partnership with Hyde Housing Group’s support service to test the possibility of:

  1. maintaining engagement from the point when tenants are referred to the support service to when they are receiving support (i.e., decreasing attrition), and
  2. improving engagement with a hard-to- reach group of tenants.

This project has demonstrated that it is possible to undertake a robust RCT in a housing association context. It highlights that the findings from such studies can sometimes be inconclusive and that an intervention that might be expected to be effective (such as an SMS to encourage engagement) might turn out to not be strongly supported by evidence when tested. This suggests that more such interventions should be robustly tested through RCTs, especially where they are costly to deploy, since they may not always be as effective as might be assumed.

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Get Engaged: Testing different communications methods for engaging and retaining social housing customers

PUBLISHED: August 2018

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