Over a two-year period of the Holding on to Home study, landlords and tenants have repeatedly told us that improvements in spoken communications are essential to supporting tenancy sustainment. However, there is a significant gap in knowledge to help landlords improve their communications in this area. This new report presents the findings from our research that begins to address this gap. We analysed 140 telephone conversations about rent arrears and debt between frontline social housing staff and tenants. Using novel methods of analysis, we identified 3 key elements that can help frontline staff improve their communication with tenants: (i) demonstrating a willingness to help ‘shoulder the burden’ that tenants face ; (ii) communicating how they are helping tenants navigate ‘problem spaces’ associated with rent arrears; (iii) offering ‘non-directive solutions’ to help tenants manage rent arrears. The report provides practical recommendations and will be of interest to all those working in housing related communications, including organisations with frontline call teams who are supporting tenants experiencing arrears and impacted by the cost of living crisis.
