London Borough of Ealing: Helping residents self-serve

The London Borough of Ealing co-designed a new approach with housing staff that incorporated behavioural insights and nudge techniques.

Over a four month period, from November 2014 to February 2015, the vast majority of residents who took part in the pilot agreed to look for a home themselves (31 out of 34). After three months, only two of the original pilot group had requested a further service from the housing team. This suggests that behavioural insights can be a helpful tool in changing the nature of the conversation with customers and enabling residents to take control of their situation, where they are able to.

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5 December 2016