Social housing communication

ClientDepartment of Housing and Public Works
ProjectSocial Housing Tenancy Letters
ReachQueensland

The Department of Housing and Public Works delivers a range of housing assistance to eligible, and often vulnerable, Queenslanders through government-owned and managed social housing, and funding to registered providers of community and local government-managed social housing. Communications and services are aimed at social housing applicants and tenants, as well as the general public (eg neighbours of social housing tenants) and landlords/lessors in the private rental market.

The Department identified that its suite of over 300 tenancy letters were no longer meeting the needs of its clients, such as seniors, Aboriginal and Torres Strait peoples and people from non-English speaking backgrounds, people with disability and young people.

Thought Bubble was engaged to audit the portfolio of written correspondence and measure its effectiveness using behavioural insights principles benchmarked against key indicators such as readability, understandability, ease of key message identification, easily identifiable critical pathways, cultural appropriateness, level of collaboration promoted, and more. The audit considered interdependencies between a number of Departments and private sector service organisations, as well as the often-vulnerable situations in which clients have come to require housing assistance.

Thought Bubble delivered an evaluation report to identify key areas of improvement using EAST principles of behavioural insights. Journey and service mapping was included to highlight complex and diverse service needs and the portfolio of letters was subsequently redesigned to provide a more person-centred approach to improve readability and access to information and support services.