Enhancing Housing Services 2 nd July 2015

Specialists in Digital Communication Technology Over 120 Social Housing and Local Authorities Founded 2007 Offices in Cambridge and Cardiff Partnered with all major Housing Management Suppliers Clients from 500 properties to 77,000 (L&Q) Introductions

Why Digital? Tenants use it Faster Cheaper Convenient Works

Why Digital?

The Business Case TRADITIONAL £2-£10 £3-£30 TRADITIONAL £2-£10 £3-£30 DIGITAL Free 5p-8p DIGITAL Free 5p-8p Source: Gartner Group e.g. 5,000 Tenants – remove 1 letter and 1 phone call/month Saving per month £25,000-£200,000 (investment of £50,000)

The Business Case Communication Every Tenant Business Process

The Business Case Automate to Accelerate process (resolve quicker) Reduce Cost and workload Widen Service Hours Provide Tenant Choice Focus resources on priority issues

Universal Credit Benefits paid to Tenants Landlord now collects payment Benefits could be diverted Payments not made on time Changes provide reason to not pay

Universal Credit Digital can: Schedule Rent Collections Prompt for payment (promptly) Collect payment Identify Arrears Accelerate Arrears Chasing

Technology Overview Karen Foster Sales Consultant – Deeplake (Stafford and Rural Homes)

Technology Overview Integrated with HMS Automated conversations (workflows) and ad-hoc Processes easily customised All major digital channels (SMS/ /Social Media/ Smartphone/ Web Portal) Multilingual Auditable, Scalable

Provides the tenant with an extended self-service capability Automated workflow – triggered by HA or participant Password Protected transactions Transactions stored on CMGR Payment Portal

Technology Overview Collecting Rent from Tenant Educating Tenant Pre-empting diversionary uses Simple/fast/low cost collection Identification where management required Rapid response in collection processes

Provides a direct link to payment gateway Digital River Display recent transactions, update balance immediately on CMGR Participants able to make payments anytime and anywhere Payment Portal

Address information and payment amount pre-populated by CMGR Immediate confirmation of successful transaction provided

Payment Portal SMS sent to participant confirming payment status

Payment Portal Searchable Transaction Report Data can be exported into csv file to be imported into HMS

Payment Portal Rents – Make Payment Workflow

Alternative method of communication Rents, Repairs, News, ASB, Surveys SMS free communication Linked to Workflows Password Protected transactions Branded with Landlord Logo No locally stored data Tenant Smartphone

Smartphone - Rents Receive chases and messages from Workflows Display rent statements and recent transactions Respond to messages direct to Rent Team Tenant Smartphone

Smartphone – Repairs / ASB Receive chases and messages from Workflows New Repairs/Servicing Appointments, available or not, rescheduling Tenant can capture photograph in App for repairs or ASBO incidents Respond to messages direct to Repairs Team Tenant Smartphone

Tenant Smartphone - Repairs

Tenant Smartphone – Enquiries/ASB

Smartphone – News and Surveys News Page forwards newsfeed from Landlord Web-Site for automatic live tenant info feed Surveys being integrated for simple multi-question ability Results can be shared as required more graphically than /SMS Tenant Smartphone

Smartphone – Messaging Two way free messaging History of messages Tenant Smartphone

Shropshire and Severnside Andrew Dale

Deeplake users since 2012 Repairs, Rents, Ad-Hoc tenant communication Integrated with Capita and Civica HMS Implemented Rent Arrears Trending 2015 Accelerate Rent Chasing Prepare for UC Maximise return from Deeplake Investment Introductions

Thank you Questions and Feedback Karen Foster