Our Annual Rent Review campaign success

Every year, we inform tenants about their annual rent and service charge review. 

It is important that we reach all of our tenants, so that they have access to the information and support available. It is also important that we provide as many opportunities as possible for tenants to have their say about the proposed charges.

The levels of engagement and the feedback we received this year is a good indicator of how successful our campaign was. Here is how we did it…

We developed a campaign which required clear, transparent communication that addressed tenant concerns whilst ensuring compliance with regulatory requirements. The campaign ran from December 2024 to January 2025.

To maximise reach and engagement, the campaign involved publishing dedicated web pages for our general needs and supported living (RWP) tenants, posting information on social media and on display boards in our communal areas, and emailing summary leaflets to tenants, support providers and independent living co-ordinators. We included leaflets in the annual rent notice letter which was sent to all tenants in February. Content was also incorporated into the RWP newsletter, which was distributed in January.

We also provided opportunities for tenants to have their say during nine community engagement events.

The messaging prioritised clarity, with a focus on explaining the "why?" behind the rent and service charge increases.

Gathering tenant feedback

The campaign was focused on tenant feedback to ensure tenants' concerns were considered and responded to, aligning with our board's expectations.

Our animated explainer videos were updated with clearer messaging, visual elements, and muted background music to improve clarity. These were produced in consultation with tenants.

We received 62 pieces of feedback from independent living, general needs and supported living tenants.

The feedback was mixed, varying from positive comments about communication and services, negative comments about outstanding repairs, and neutral comments referencing the need for financial support. We also had comments from tenants who acknowledged that they understood rent increases need to occur.

Some examples of feedback include: "Details of what rent pays for and doesn't pay for is clear - might help to remind tenants and support providers of this during the year, not just at rent increase time."

"Some tenants will struggle as already having difficulty managing."

"2.7% seems reasonable enough but time taken to complete outstanding maintenance issues is very disappointing." 

We published 42 social posts across our Progress Housing Group Facebook and Instagram channels and RWP Facebook page, which reached more than 15,000 people.

Tammy Bradley, Executive Director (Operations, Services and Support), explains: "We are delighted with the level of engagement from tenants with our rent and service charge review this year. We've used a number of methods to engage, from digital, print and in-person sessions in our communities. It's important to us that our tenants understand why a review takes place and how important their feedback is to us. Equally we want them to know exactly how the rent they pay is invested into our homes and services we provide. The feedback provided during the process has been used to inform service improvements and we thank tenants for their engagement."