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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

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
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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