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“Getting to know your customer”

“Getting to know your customer”. Ian Jow & Fiona Scott Dunedin Canmore Housing . Clear Communication?. Customer Service Centre. To enhance and improve the overall services we deliver to our customers To better understand and meet customer needs

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“Getting to know your customer”

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  1. “Getting to know your customer” Ian Jow & Fiona Scott Dunedin Canmore Housing

  2. Clear Communication?

  3. Customer Service Centre • To enhance and improve the overall services we deliver to our customers • To better understand and meet customer needs • To provide a consistent first point of contact into the organisation for all customers • To service the majority of enquiries at the first point of contact • To deliver service with excellence • To enable us to be more efficient and competitive

  4. New operating model

  5. DWP Demonstration Project - “what we’ve learned” • Majority Paid • Cash much preferred – not D/D • Part payments • Late Payments • Resource intensive • Personal Budgeting Support • IPSOS Mori demographic survey - outcomes

  6. IPSOS Mori demographic survey “Our tenants are quite distinct” • Gender Balance: Male 47% (30%) Female 53% (70%) • Household Type: Single Person Households 63% (29%) • Tenants with Health Conditions or Disabilities: 61% (39%) • Whether or not tenant believes they would need support to manage their affairs if HB is paid to them 58% (44%) • Economic Activity Long Term Sick or Disabled 46% (30%) • Literacy or Numeracy Difficulties 19%

  7. DWP Demonstration project – “What are we now doing differently?” • Wider variety of rent collection practices • Specific rent collection team • Change for HOs–focus on Sustaining Tenancies • Shift focus – pre-allocation • Support Agencies – wide range • New relationships – joint working

  8. “Still learning about our customers”- Tenant Satisfaction surveys & profiling • Surveys - Engage Plus • What are our tenants telling us? • Trends over time • Individual comments • Tenant Profiling • Capture info online • Plan for future services • Who is living in our properties

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