As in 1991, enumerators in 2001 played an essential role in delivering the census form to all addresses, and in following up households who had failed to complete forms. However, the use of post-back forms meant the follow-up work of enumerators could be carefully focussed on areas where Households were likely to record a low post-back response. This included areas in the inner city, areas with high levels of multi-occupied accommodation, areas with high concentrations of minority ethnic groups and elderly people. As a result most of the population received less direct contact with enumerators than in 1991. In response, ONS set up a widely publicised help-line to provide telephone advice on form completion.
They also developed a community liaison programme, in which links were established with many local level organisations with the aim of publicising the benefits of the census at local level, and crucially providing advice and help on completing the census forms.