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Involvement made e-asy: Derwent Living

Involvement made e-asy: Derwent Living. Mitch Allseybrook Harriet Phillipson Steve Atkin. Derwent Living. Formed in 1964 Based in Derby, manages more than 20,000 properties across Midlands, Yorkshire & South East Affordable housing is core purpose (8,000 homes)

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Involvement made e-asy: Derwent Living

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  1. Involvement made e-asy:Derwent Living Mitch Allseybrook Harriet Phillipson Steve Atkin

  2. Derwent Living • Formed in 1964 • Based in Derby, manages more than 20,000 properties across Midlands, Yorkshire & South East • Affordable housing is core purpose (8,000 homes) • Affordable homes to rent or shared ownership • Also provide accommodation for students and key worker staff

  3. The Digital Dark Age • Traditional involvement approach ineffective • Time of austerity • Budget of £52k and seven staff members • Average age of involved customer 62 years • Only 4% those involved were BME • Low representation outside of Derby • Satisfaction with views taken into account 61%

  4. The Digital Effect • New involvement strategy focusing on use of technology • Budget reduced by 27%, team of two • Average age of involved customer now 42 • 15% of those involved are BME, up 11% • Now have representation in all 38 LA areas • Satisfaction with views taken into account up 20% to 81% • 303% increase in number involved • 73% of customers have regular internet access

  5. Let’s talk about text • Quick, easy and cost effective way of consulting with tenants • Better used with yes/no questions; are you satisfied is ideal • Relies on good customer knowledge; up to date telephone numbers • High response rates compared with paper surveys; average is 32% compared with 6% • Cheaper than traditional surveys; 4p per text message compared with 50p per paper survey • Instant responses….lets conduct a survey

  6. Don’t Worry Be ‘Appy • Launched in 2012 for iOS and Android devices • Pushed to customers – featured in the magazine, through text and through social media • Redesigned earlier this year based on feedback – great new features • 2000+ downloads, 300+ contacts per month

  7. my.derwentliving.com & MY community • Online self service portal set up in Nov 2012 • Allows customers to report repairs, pay rent and check rent account, report ASB, make a complaint • Now at over 20,000 logins, with more than 1600 registered users • In excess of 500 repairs reported through my.derwentliving.com, rent accounts viewed over 10,000 times • MY community launched in April 2013 • Online forum allowing tenants to create and take part in discussions with other tenants and staff

  8. my.derwentliving.com & MY community • Create opinion polls, include links to articles, documents and websites • Can be used as consultation, tool for engaging with customers not able to attend traditional meetings • Currently over 2000 posts across 500 different topics • Feature to ‘like’ or ‘dislike’ comments • Designed and maintained in house • Customer Admin’s help to monitor site • Strict terms of use • Mobile friendly

  9. Social Media • Resourced in the marketing team – updates sought from around the business • Facebook (B2C) & Twitter (B2B) • Consistent pushing of messages and conversation – linking to website(s) • 500+ likes on Facebook, 3000+ on Twitter • Interaction with the sector, press coverage, more and more customer enquiries

  10. Real example – Customer Survey • Survey built into our website • Text and emailed a link to customers • 887 completed online, 66% • 2010 - £19,975, averaging £10.01 per completed survey • 2014 - £4,621.33, averaging £3.52 per completed survey

  11. Activity time

  12. Text Survey Results&Competition

  13. Thank you For more information contact: • The Resident Involvement Team • www.derwentliving.com/get-involved • 01332 346477 • getinvolved@derwentliving.com • @derwentliving on Twitter • Search Derwent Living on Facebook

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