Housing And Resident Engagement
I help housing providers and councils drive positive behaviour change — improving resident engagement, communications and service delivery in housing.
Whether you’re looking to tackle damp and mould, improve building safety engagement, bring residents with you on the retrofit journey, deal with repairs challenges or collect rent on time, whilst helping those in debt, I can help.
Behavioural science offers solutions to many of the challenges.
I’ve supported housing teams to improve their resident engagement in high-rise buildings, tackle damp and mould and build trust to bring people with you on the retrofit journey. The results: fewer failed appointments, improved satisfaction, and safer homes.
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Positive change, measurable impact, stronger relationships
I work with you over 6 to 8 weeks, using my four-step behavioural framework – Behaviour, Examine, Solve, and Test (B.E.S.T.) – to understand what’s driving resident behaviour, build trust, and deliver measurable improvements.
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1) Behaviour – define the challenge
I start by understanding the real context of your challenge. What are the actual problems you face? What do your insights and data reveal — from existing resident surveys to focus groups, door knocking and more?
This process is always collaborative, working with you through workshops, one-to-one interviews and co-creation sessions to achieve change.
I can also help you carry out new research – including surveys and focus groups – to identify a long list of possible behaviours. From there, I help you prioritise which specific behavioural objectives to target.
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2) Examine – identify drivers and barriers
Next, we explore who needs to do what, when, and where — and what influences those decisions.
We map behaviours against key factors like trust, motivation, capability, and opportunity to uncover what’s driving or blocking engagement.
For example:
- Residents may not trust contractors or understand why inspections are needed (trust and knowledge barriers).
- Appointment systems may be inconvenient or unclear (environmental barrier).
- Residents may not trust the information they receive, because they do not trust their landlord (motivational barrier).
Understanding these barriers means we can target the real issues — not just the symptoms.
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3) Solve – design the solutions
We then co-create practical interventions that build trust and make compliance easier. Through collaborative workshops, we identify short-term fixes and longer-term system changes — from new communication approaches and trusted messenger pilots, to redesigned letters, reminders, and resident incentives.
We can test ideas on one block or estate first before scaling up. I can also partner with trusted creative and digital specialists to design messaging and campaigns that actually change behaviour.
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4) Test – evaluate what works
Finally, we measure what matters. I help you create a robust evaluation framework to track what’s working — and what isn’t. That means live dashboards showing improved access rates, fewer failed visits, reduced costs, and higher resident satisfaction. Every intervention is evidence-based, cost-effective, and built around behavioural insight.
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To find out how I can help you drive change, book a FREE planning call with me, and I’ll talk you through all four steps and how this can help you to tackle housing challenges.
Dominic Ridley-Moy FCIPR, Chart.PR, Dip CIPR
Behaviour Change Network founder
