Ww 8 th May 2013 Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local)
8 th May 2013 Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local)
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Transcript of 8 th May 2013 Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local)
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ww
8th May 2013
Multi Channel Customer Contact & Channel Shift
Nic Colley (Looking Local)
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The story from West Yorkshire
Problem 1:
• Increase in number of customers seeking assistance in finding cheaper accommodation:
o Impact of changes to LHA
o Impact of wider welfare reform
o Rise in unemployment
o Increase in homeless presentations
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The story from West Yorkshire
Problem 2:
• Who and where are the landlords?
• Where are the properties?
• Social housing need outstrips availability
• No destination to send customers to when they are searching for more affordable accommodation
• Customers don’t understand what is meant by affordable accommodation
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The Letshelpyou solution
• Five West Yorkshire Local Authorities
• Initially funded by Department for Work & Pensions
• Help reduce the impact of changes to LHA and wider welfare reform for tenants, landlords and LAs
• Encourage self service approach
• Provide a destination for people to go to when they need to find more affordable accommodation
• Website launched 17th February 2012
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Homepage – A tenant’s view
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Refine your search
“70% uploaded properties list rent below or
matching relevant HB rate”
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Personal profile
“5,184 tenants registered with
LetsHelpYou within the first
12 months”
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Property details (including landlord)
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Useful tools
Property Tracker
Bedroom Calculator
Allowance Calculator
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A landlord’s view
“1,864 properties have been
uploaded across West Yorkshire since February
2012”
“846 landlord registrations”
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Instant property activation / deactivation
“Average 33 property uploads
per week”
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Multi-channel access
Android App
LetsHelpYou is freely available as a smartphone app...
iOS App (iPhone, iTouch)
Search for LetsHelpYou on Google Play or iTunes
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Multi-channel access
Red button on Sky channel 539 or via Virgin Media channel 233
“LetsHelpYou is also available to people without internet access via the Looking Local service
on TV”
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Management Information Tool
“Most common property size listed is two bedroom”
“53 three bedroom properties
uploaded at an average of £4.20 below LHA rate”
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Some of the benefits…
• Encourage self service, across multiple platforms
• Free for both landlords and tenants to use
• Access to local intelligence and data on the private rented sector
• Can be used to help support vulnerable customers
• (Prospective) Tenants feel more informed
• Encourage closer working between landlords and LAs
• Reduce time properties are left vacant
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LetsHelpYou coverage
Currently available:
• Leeds
• Kirklees
• Bradford
• Calderdale
• Wakefield
Coming soon:
• Enfield
• Merton
• Hull
• Manchester
• Brent
• Sunderland
• Arun
• Middlesbrough
• Newham
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Website address & contact details
www.letshelpyou.co.uk
Enquiries: [email protected]
Technical assistance: [email protected]