Beyond the requirement to include a pre-paid reply envelope with a Canvass Form, it is up to you to determine which response channels you will make available for responding to canvass communications, whether a Canvass Form or CCB. You will need to reflect the available response options in your canvass communications at each stage of the Route 2 process.
The type of response mechanisms you may wish to provide include:
Telephone (either to a call centre or directly to your team)
Online via an automated online response management system
SMS Text message
Email (either to a managed response service or directly to your team)
In person
Post (note - there is no legal requirement to include a pre-paid reply envelope with a CCB, reflecting that the letter itself is not intended to be returned by post)
When making a decision as to what response channels to offer you will need to consider:
If a response is returned by post that indicates changes to a property, how will you ensure that you are satisfied that the information provided is accurate to enable you to process the changes?
The demographics of your canvass area – for example if you know you have a high population of older people, areas with limited access to internet, or high levels of socio-economic deprivation, you will need to consider which response mechanisms would be most appropriate to meet these needs.
Whether the response mechanisms you offer ensure that there is an accessible way for individuals to provide details of any changes to you
Whether the response mechanisms you offer will also signpost potential new electors to register via the register to vote website
How you will manage the processing of responses through different channels – for example, if you are considering using a channel you have not used previously, you will need to ensure you have the right processes in place to manage responses through this channel, including considering how each channel will interact with your EMS. You should also consider any additional resource implications from utilising different response mechanisms.
If you do not receive a response to a Route 2 communication, even where no there are no changes to report, you must make further contact attempts until the minimum contact criteria has been met.1