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“Getting to know your customer”. Ian Jow & Fiona Scott Dunedin Canmore Housing . Clear Communication?. Customer Service Centre. To enhance and improve the overall services we deliver to our customers To better understand and meet customer needs

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getting to know your customer

“Getting to know your customer”

Ian Jow & Fiona Scott

Dunedin Canmore Housing

customer service centre
Customer Service Centre
  • To enhance and improve the overall services we deliver to our customers
  • To better understand and meet customer needs
  • To provide a consistent first point of contact into the organisation for all customers
  • To service the majority of enquiries at the first point of contact
  • To deliver service with excellence
  • To enable us to be more efficient and competitive
dwp demonstration project what we ve learned
DWP Demonstration Project - “what we’ve learned”
  • Majority Paid
  • Cash much preferred – not D/D
  • Part payments
  • Late Payments
  • Resource intensive
  • Personal Budgeting Support
  • IPSOS Mori demographic survey - outcomes
ipsos mori demographic survey our tenants are quite distinct
IPSOS Mori demographic survey “Our tenants are quite distinct”
  • Gender Balance: Male 47% (30%) Female 53% (70%)
  • Household Type: Single Person Households 63% (29%)
  • Tenants with Health Conditions or Disabilities: 61% (39%)
  • Whether or not tenant believes they would need support to manage their affairs if HB is paid to them 58% (44%)
  • Economic Activity Long Term Sick or Disabled 46% (30%)
  • Literacy or Numeracy Difficulties 19%
dwp demonstration project what are we now doing differently
DWP Demonstration project – “What are we now doing differently?”
  • Wider variety of rent collection practices
  • Specific rent collection team
  • Change for HOs–focus on Sustaining Tenancies
  • Shift focus – pre-allocation
  • Support Agencies – wide range
  • New relationships – joint working
still learning about our customers tenant satisfaction surveys profiling
“Still learning about our customers”- Tenant Satisfaction surveys & profiling
  • Surveys - Engage Plus
  • What are our tenants telling us?
  • Trends over time
  • Individual comments
  • Tenant Profiling
    • Capture info online
    • Plan for future services
    • Who is living in our properties