Delivering the annual canvass - Scotland

What is Route 2 and when can I use it?

Route 2 is the unmatched property route. All properties by default start by being allocated to Route 2, and you can use Route 2 for any property at any time. 

To be able to canvass a property using Route 1 or Route 3 instead, specific criteria need to be met. 

What are the definitions of the different contact types for Route 2?

The different contact types for Route 2 are defined as follows:

• Property contact – this is where either the prescribed Canvass Form or Canvass Communication B (CCB) is sent to the property, or a visit to the address is carried out. Your first contact attempt must be a property contact.
• Individual contact – this is where contact is made using contact details you hold for an individual who has been returned as a match1 through national and/or any local data matching. You could use telephone, email, SMS or another electronic communication method (such as through internal customer accounts). 
• Personal contact – this is where an attempt is made to make contact with either the household or individuals registered at the address who have been returned as a match, either by a visit to the property or a telephone call. 

What are the contact rules for Route 2?

To meet the requirements of a Route 2 canvass there are a number of contact rules that you will need to follow: 

• You must make a minimum of three contact attempts with the property and/or individuals at that property unless a response has been received2    
  • At least two contact attempts must be with the property, not with an individual
  • One of the contact attempts must be via the use of the prescribed Canvass Form
• The first of the contact attempts must be a communication with the property (i.e. a Canvass Form, Canvass Communication B (CCB) or visit to the property), rather than with an individual 
• At least one of the contact attempts must be a type of personal contact (i.e. a visit or a phone call)

If any of the criteria above are not met in your first three contact attempts, you must make a further contact attempt to meet any outstanding requirements from the rules and complete the Route 2 process.

Using your local knowledge and experience, you may decide to use different communication methods with different properties at the different contact stages of Route 2. You should speak to your EMS provider to confirm how this could be managed in practice.

You may also decide to send specific communications at different times, depending on how you wish to manage your resources.

The Ministry of Housing, Communities and Local Government has produced a table which sets out the possible options for how different contact types could be used to ensure the Route 2 requirements are met.