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Section 2 Key principles of quality in research and consultation

2.08 Engage service users in the process

For research to be robust, useful and as inclusive as possible, it is important that service users are involved from the outset. Research and consultation that is based largely on the landlord’s assumptions, requirements and perspectives is likely to produce low response rates and poor quality data. This is a contributory factor to common complaints of research fatigue from both social housing organisations and service users themselves.

Landlords should aim to work in partnership with service users to develop a strategic framework for service user consultation and a shared understanding of the issues of implementation.

Practice point

• Research and consultation strategies need to be developed in consultation with service users so that the research and consultation is as relevant and inclusive as possible

The quality, relevance and usefulness of research and consultation processes may be enhanced by service user participation in other aspects of the process including research design, data collection and analysis, reporting and action planning and monitoring and review. Most research approaches can be adapted to involve service users, but qualitative and participatory techniques are particularly useful in this respect. Other benefits may arise from greater service user involvement in research and consultation. See the section on using research to promote participation and build capacity for more guidance.

Many of the approaches used as part of Tenant Participation strategies, such as public meetings, panels or user groups can be adapted for the wider purposes of research and consultation. Pre-existing groups can be used for group interviews. Individual research and consultation exercises can make use of more participatory methods, as appropriate, in order to engage service users more directly in the research process and bring other benefits.

Practice Point

• Service user involvement in all stages of the research and consultation process may enhance the quality, relevance and usefulness of the data.

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