Research activities in the case studies

Between November 2022 and September 2024, the following activities were carried-out in the case studies:

  • Tenant survey. In spring/ early summer 2023, 1,213 tenants in three of the case study areas – East Riding, Southern Housing and Stockport Homes – were surveyed about their experiences of paying their rent. The survey lasted approximately 15 minutes. It was carried out face-to-face with a researcher from the market research company, Qa Research. Tenants who complete the survey could choose to be entered into a prize draw to win three prizes: £100; £50 and £50 in shopping vouchers. The main focus of the survey was on exploring tenants’ experiences of paying their rent and the challenges they faced. It also asked tenants about their circumstances, including their financial situation.
  • In depth interviews with tenants. Some 64 tenants in East Riding, Southern Housing and Stockport Homes who took part in the survey were interviewed. All participants received a £20 shopping voucher.
  • Solicited tenant diary-keeping exercise.
  • Some tenants who we interviewed in-depth were asked to complete a two week-long diary of their financial and rent payment experiences. Diarists received a shopping voucher. Four diaries were completed.
  • In-depth telephone interviews with key local ‘stakeholders’. These included officers from the case study landlords, tenant and community representatives, and representatives of local support agencies, including Citizens Advice and foodbanks. In addition to conducting ‘local’ interviews, the study team also carried-out 22 in-depth interviews with representatives of national and regional stakeholder organisations.
  • Documentary and secondary data analysis
  • Rent account analysis. The study team analysed tenant rent accounts provided by three case study landlords. Rent accounts are electronic records held by landlords that record rent payments and charges on a tenancy, akin to a bank statement. Records for 38,456 tenants were included in the analysis.
  • Analysis of a small number of anonymised landlord/ tenant tenancy sustainment conversations. Two case study landlords provided access to telephone conversations that took place between tenants and rent officers and/or money advisors. In total, 140 call recordings were analysed by the team using the research technique, conversation analysis. Particular attention was paid to identifying the ‘ingredients’ of successful conversations.