Tips for tenant and resident engagement

Organisations working to retrofit homes often express challenges faced with resident engagement that can have a significant impact on scheme delivery.  

This webpage aims to provide you with tips to support tenant and resident involvement through delivery of the Home Upgrade Grant Phase 2, Social Housing Decarbonisation Fund Wave 2 and as relevant for any future delivery or involvement with further possible schemes.

The tips and information below has been collated by our Learning Community based on feedback and discussions with grant recipients delivering through the above listed schemes.

1. Start with trust and transparency:  

• Use known branding such as organisational logos and direct, personalised communications to build confidence among residents.
• Make information clear, ensuring that every resident understands what you are offering and how it could benefit their household. Avoid over-complicating things with technical jargon.
• Provide opportunities for residents to meet project representatives face to face to build relationships and establish personal trust.
• Repeat visits to residents can build familiarity and show commitment. Being visible in the neighbourhood matters.
• Where possible, use visual aids such as demonstration models or thermal images to show the impact of the work in simple, engaging ways.

2. Leverage local partnerships and insights:  

• Engage with community groups and trusted local figures to advocate for you, expand your reach and enhance credibility.
• Involve familiar and respected individuals from within the community to support messaging, particularly where language or cultural barriers may exist.
• Customise engagement efforts based on the unique characteristics of an area. For example, in areas of high ethnic diversity, ensure you remain respectful around dress, timings and language.
• Work with local schools, libraries and community centres to host face-to-face sessions that build awareness in familiar, trusted spaces.
• Where needed, deploy multilingual staff or simple translation tools to reduce language barriers and make the process feel more accessible.

3. Rely on data to refine your approach:  

• Continuously monitor your performance metrics and use these insights to target underperforming areas.
• Conduct regular reviews to identify what’s working and where adjustments are needed, ensuring resources are always deployed where they’ll have the greatest impact.
• Analyse demographic and geographic data to refine messaging, ensuring that different groups receive information tailored to their unique needs. This includes considering translation of materials where relevant.
• Where available, use mapping tools, EPC data, or property visuals (e.g., from Google Street View) to help target eligible households more efficiently.

4. Layer your engagement channels

• Combine multiple engagement methods for better reach and repetition. A single leaflet or social media post is rarely enough.
• Useful strategies include: 
  • Leaflet drops ahead of door knocking, with visit dates included
  • Letters for legitimacy and reassurance before personal contact
  • Targeted social media based on geography and demographics (e.g., older adults in specific neighbourhoods)
  • Community drop-in events using gazebos, demo homes or product samples
  • Post-install revisits to neighbours, using visible works like vans or scaffolding to prompt new interest
• Residents often need to hear about a scheme more than once before taking action. Three or more touchpoints are often necessary.

5. Showcase success stories and provide incentives:  

• Share compelling case studies and testimonials to demonstrate the tangible benefits of engagement and participation.
  (See our HUG Hive gallery gallery for examples of videos created to engage with residents, showcase the scheme’s impact and highlight innovative efforts.)
• Offer small but meaningful incentives such as vouchers to encourage word-of-mouth promotion and community participation.
• Publicly celebrate milestones and successes to reinforce the positive impact the scheme is having for local communities and residents.

6. Maintain ongoing support and responsiveness:  

• Ensure that residents have easy access to knowledgeable representatives who can address concerns and provide guidance throughout the process.
• Be responsive to feedback and adjust your strategy as residents’ needs evolve.
• Establish clear follow-up protocols so that residents feel supported not just at the start, but throughout the lifecycle of delivery.
• Where residents are ineligible or choose not to proceed, maintain communication and refer them to future or alternative support where possible.