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Supporting Tenants T hrough the Living Costs Crisis

Supporting Tenants T hrough the Living Costs Crisis. Clown Fish & Sea Anemone. Our Customer Relationship. New Universal Credit Customer. So the Story Begins. Moat Census Flexible Tenancies Moat Promise Data Integrity Improved Communications Welfare Reform. Arrears By Employment Status.

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Supporting Tenants T hrough the Living Costs Crisis

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  1. Supporting Tenants Through the Living Costs Crisis

  2. Clown Fish & Sea Anemone

  3. Our Customer Relationship

  4. New Universal Credit Customer

  5. So the Story Begins • Moat Census • Flexible Tenancies • Moat Promise • Data Integrity • Improved Communications • Welfare Reform

  6. Arrears By Employment Status

  7. Fuel Poverty-Tenure

  8. Financial Resources

  9. Customer Independence Agenda What products do we need to enable and support this journey? ? How will events in the outside world affect customers and our plans? How do we influence behaviour? What causes this to happen? Length of tenure at Moat

  10. Customer Lifetime Value

  11. Customer Lifetime Value

  12. Independence Agenda • Promoting self reliance within our customers • Understanding vulnerability within our customers • Understanding the barriers to independence • Maximising the creation of social value • That people should take responsibility for their lives including their obligations to Moat • We will support those less able to do so, appropriately where it fits with our mission

  13. Changes To Income Collection • Flexible Hours 9am-8pm/Saturdays • Financial Wellbeing • Different Measures of Success

  14. Financial Wellbeing Team

  15. Impact

  16. Back 2 Work • Team created with core funding • Work Bonus (20+ Contractors involved) • Close Relationship with BITC Partners looking to deliver £1.5m Social Impact Bond • Outcomes • 149 into work • 104 Training • 37 Work placements/Apprenticeships • 3 Job Clubs

  17. Customer Mobility • Officer to maximise & facilitate mutual exchanges • Flexible approach to arrears & mobility • Priority use of 1 beds for Bedroom Tax Cases • Furnished Tenancies launching this April • Outcomes • 108 customers downsized (73 bedroom tax) • 25% increase in mutual exchanges to 481 since April 13

  18. Moat Promise • Tiered Services • Behaviour (Nudge Theory) • Low level tenancy breaches • Payment Culture

  19. Moat Promise Outcomes • 1400+ residents have received 14 day warning for dumped rubbish/untidy gardens etc. • 79% have resolved the issue • 527 repairs refused to Three Star residents (only 200 outstanding) • 5 Star Residents now a growing group (5%)

  20. Getting Ready For Universal Credit • Seven of our local authorities in 1st tranche, one in 2nd and loads in 3rd. • Modelled high risk homes • Dedicated officers to manage contact & APA • Ramped up communications plan • Lots & lots of liaison with DWP • Visits to HA’s in the North West • A NW HA told me “Collection rates at 90%” • A SE HA told me “Arrears expected to rise by 20%”

  21. Janet “The Clown Fish” • Hit by the Bedroom tax & eager to move • Subject to domestic violence • Support to Mutual Exchange from Mobility Officer eventually Management Transfer agreed • FWO support DHP application • Arrears fell from £2.3K to under £600 • Four Teams involved resolving one life

  22. QUESTIONS

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