Behavioural psychology to solve business challenges.

Aspire Housing is a leading housing provider and property developer, based in Staffordshire. Registered providers have a legal duty of care to their tenants – in which they must repair and maintain gas pipework, flues and appliances and conduct an annual gas safety check on each home. Aspire Housing was encountering difficulties with first-time access into tenants’ homes to conduct these checks – costing the organisation a significant amount of money. We collaborated with Aspire Housing to develop and deliver a series of tenant research workshops, employing behavioural psychology to gain insights towards a potential solution. Each of these workshops highlighted several key issues, predominantly surrounding communications open rates and appointment scheduling. The solution was simple; provide tenants with a specific window of arrival, with the option to request an alternative window if the tenant wasn’t going to be home at the prescribed time. The solution accommodated both the tenants’ feedback and Aspire Housing’s processes as a provider – with the latter enjoying a significant cost saving by increasing first-time access by 15%.