Session recap: best practice in resident engagement
Portsmouth City Council shared insights into successes seen with resident engagement at a knowledge-sharing session run through our Learning Community
Organisations working to retrofit homes often speak of challenges they face with resident engagement which can have a significant impact on scheme delivery.
However, many organisations have implemented successful strategies to drive participation, foster trust and support optimised delivery through funded schemes.
A recent knowledge-sharing session run by our Learning Community hosted discussions between organisations delivering works funded through the Home Upgrade Grant Phase 2 (HUG2) and Social Housing Decarbonisation Fund (SHDF) Wave 2.
Portsmouth City Council, which lead a group of 23 local authorities delivering energy efficient retrofit funded through HUG2, headed up the session, first presented its own experiences of the Home Upgrade Grant specifically, offering examples of success.
Watch the presentation below or read on as we share examples of how the council has implemented key tactics to ensure success. Portsmouth credits successful implementation of many of the tactics to its strategic partnership with energy efficiency experts at Agility Eco. The energy efficiency specialists have supported scheme delivery from promotion and contractor procurement through to aftercare.
Plus, visit our tips for tenant engagement webpage for further advice and guidance with resident engagement.
Building trust
Informational leaflets and online resources for consortium members were produced with a consistent message, look and feel.
These materials were shared in digital and print format to provide residents with the relevant information using recognised branding through council logos and authenticated channels such as Facebook pages.
The council also undertook a campaign where targeted letters were sent to high-priority areas where uptake through the scheme was low. Mailers incorporated a phone number where residents could ask questions and received tailored support and guidance on how to apply and the process.
Virtual question and answer sessions were also held, ensuring residents had a direct line with contractors and officials to address concerns or answer queries in real time in a convenient manner to best suit their needs.
Leveraging local partnerships
The council worked closely with its consortium members – other local authorities and housing associations - to reach tenants directly.
This included in-person door knocking with resident liaison officers as well as events at community centres to promote the scheme and answer key questions.
This style of personalised engagement in a location that was accessible, familiar and comfortable to residents was a proven success.
Resident and community ambassadors were also trained on key benefits of the scheme to encourage participation amongst their peers.
Targeted communications also proved successful, facilitating connections between the council and hard-to-reach groups and ensuring information and communication took place in a respectful and relevant manner.
The power of data
A live dashboard was created to allow project managers and other stakeholders to track numbers in real time.
The data helped to identify specific geographic areas with any challenges to delivery which meant intermediary action could be taken to increase efforts in this area.
Such action included local mailouts and social media advertising targeted to a specific geographical location.
The council also used survey data to identify common concerns raised by residents related to the scheme which flagged fears around hidden costs and difficulties with the application process.
As a result, it was able to generate specific resources, such as step-by-step guides, to address these issues.
Showcasing success and providing incentives
The team produced short video testimonials with residents who had already received works funded through the scheme.
These highlighted the positive outcomes experienced by real people including reduced energy costs, improved living conditions and comfort and overall gratitude and happiness with the programme.
Videos were shared on the council’s social media and website.
The council was also able to introduce a small incentive through vouchers offered to early applicants to further encourage contribution through the scheme.
By adapting some of these practices to fit your own project context, you could nurture stronger resident engagement, overcome barriers and achieve higher participation rates for your own projects.
We’d like to thank Thomas, Tim and the team at Portsmouth City Council for sharing their insights and showcasing the positive benefits that a thoughtful, locally driven strategy can have for maximising delivery and the direct benefit this can have for residents.
About our Learning Community
Our Learning Community is a collective partnership, spearheaded by our teams at Salix, dedicated to optimising the delivery of the Social Housing Decarbonisation Fund Wave 2 and Home Upgrade Grant Phase 2.
- Through open dialogue and shared experiences, we facilitate connections among individuals, organisations, and schemes with a shared enthusiasm for learning and collaboration across boundaries.
- This fosters a dynamic learning environment where members are empowered to discuss critical issues.
- We believe in the transformative power of collective knowledge and the positive impact it can have.
- We strive to cultivate an environment that fosters diverse perspectives that can contribute to innovative solutions.
- Our goal is to optimise existing delivery models, influence future models positively, and drive progress on a large scale.
- For more information or to get involved, head to our website.
