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8 th May 2013 Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local)

ww. 8 th May 2013 Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local). The story from West Yorkshire. Problem 1: Increase in number of customers seeking assistance in finding cheaper accommodation: Impact of changes to LHA Impact of wider welfare reform

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8 th May 2013 Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local)

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  1. ww 8th May2013 • Multi Channel Customer Contact & Channel Shift Nic Colley (Looking Local)

  2. The story fromWest Yorkshire • Problem 1: • Increase in number of customers seeking assistance in finding cheaper accommodation: • Impact of changes to LHA • Impact of wider welfare reform • Rise in unemployment • Increase in homeless presentations

  3. 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

  4. 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

  5. Homepage – A tenant’s view

  6. Refine your search “70% uploaded properties list rent below or matching relevant HB rate”

  7. Personal profile “5,184 tenants registered with LetsHelpYou within the first 12 months”

  8. Property details (including landlord)

  9. Useful tools Bedroom Calculator Allowance Calculator Property Tracker

  10. A landlord’s view “846 landlord registrations” “1,864 properties have been uploaded across West Yorkshire since February 2012”

  11. Instant property activation / deactivation “Average 33 property uploads per week”

  12. Multi-channel access LetsHelpYou is freely available as a smartphone app... Android App iOS App (iPhone, iTouch) Search for LetsHelpYou on Google Play or iTunes

  13. Multi-channel access “LetsHelpYou is also available to people without internet access via the Looking Local service on TV” Red button on Sky channel 539 or via Virgin Media channel 233

  14. 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”

  15. 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

  16. LetsHelpYoucoverage • Currently available: • Leeds • Kirklees • Bradford • Calderdale • Wakefield • Hull • Manchester • Brent • Sunderland • Arun • Middlesbrough • Newham • Coming soon: • Enfield • Merton

  17. Website address & contact details www.letshelpyou.co.uk Enquiries: info@letshelpyou.co.uk Technical assistance: helpdesk@letshelpyou.co.uk

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