Given the challenges facing the sector, Income Collection represents one of the main focal points of this work, alongside repairs demand, digital uptake and gas servicing access. In line with our commitment to evidenced-based practice, we encourage the use of RCTs wherever possible.
In line with our commitment to evidence-based practice, we encourage the use of randomised controlled trials (RCTs) wherever possible. In weekly instalments over the next two months we will be sharing in-depth results from 10 RCTs we’ve implemented, testing the effectiveness of simple, ‘Nudge’-style adaptations to arrears communications.
This trial fsocused on adaptations of arrears letters over the first two stages of the escalation pathway. These stages are entirely automated for the organisation in question and include letters, texts and phone calls. This trial applied minor changes to the existing actions based on two well-documented behaviour change principles: Fear Appeals and Social Norms.
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