Involvement made e asy derwent living
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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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Involvement made e asy derwent living

Involvement made e-asy:Derwent Living

Mitch Allseybrook

Harriet Phillipson

Steve Atkin


Derwent living

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


The digital dark age

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%


The digital effect

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


Let s talk about text

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


Don t worry be appy

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


My derwentliving com my community

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


My derwentliving com my community1

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


Social media

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


Real example customer survey

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


Activity time

Activity time


Text survey results competition

Text Survey Results&Competition


Thank you

Thank you

For more information contact:

  • The Resident Involvement Team

  • www.derwentliving.com/get-involved

  • 01332 346477

  • [email protected]

  • @derwentliving on Twitter

  • Search Derwent Living on Facebook


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