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Digital First

To help combat the effects of Welfare Reform on both customers and Halton Housing, we launched our Digital First Approach back in April 2014.

 

Mrs Phillips

Mrs. Philips Story

"I had worries about using the internet and was especially worried about online security – I didn’t want anyone getting hold of my details or personal information. But Halton Housing have been so helpful, everything’s been explained to me in one-to-one sessions and it’s given me the confidence to get online. They’ve provided me with a free tablet and data and I’m so grateful for the opportunity I’ve been given."

"I like that I no longer have to waste time on the phone and can report any problems on the Customer App, whenever I want – it’s so quick and much easier than I thought it would be."

"I have family in South Africa and its expensive to call his customer l, now I’m online, we’re emailing lots. They’ve already sent me photos of new additions to the family and let me know what they’ve been up to – I’m absolutely thrilled!"

Margaret Walsh

6 Reasons for Implementing A Digital Strategy

2
DELIVERY

Fundamentally changes the way services are delivered to our customers.

Providing the right information, at the right time, in the right place, 24/7. We provide customers with internet enabled devices. All of this supports our aim to have 90% of our customers accessing services online by 2018.

3
SAVINGS

While transactional costs vary, basic analysis speaks for itself:

With transactions costing, £15 in person, £4 via telephone and only 90p online, that could be a saving of £14.00 per transaction. With approx 170,000 transactions being processed per year.

A potential saving of up to:

£2.4 million

£15IN PERSON
£4VIA TELEPHONE
£0.90ONLINE
4
EXPECTATION

It will bring our services in-line with changing expectations of our customers when accessing other services outside the housing sector.
So our sector isn’t left-behind.

5
welfare team
Barkla
Extra Care
5
SUPPORT

An opportunity to reallocate resources to provide additional support to those customers that really need it.

6
PROTECTION

Introduction of Universal Credit needs to have a net nil overall impact on the organisation.

We will have to collect up to 65% of our income that is currently paid directly to us. To do this we can either employ more people or we can focus our existing resources.

pay your rent

Open Digital, developed by Halton Housing in partnership with O2.

We have developed a product in partnership with O2 whereby for each connection made, £45 is provided into a hardware fund towards customer devices or other O2 product/services. Under this
deal for £5 per month you can get 1GB of data.

If you work for a housing provider and would like to find out more about this product, get in touch!

Our Digital Performance

Transactions made via digital channels

87.7%

Rent balance enquiries made online

99.5%

Households who have accessed services digitally since April 2017

71%

Repairs requested digitally

40%

ASB cases raised via digital channels

62%

Incoming calls to Customer Service Team have fallen by

62%

Outgoing calls from Customer Service team have fallen by

81%

Satisfaction with online services

93%

Devices provided to those with no internet access

319

Digital First Taster Sessions

Want to find out how a Digital First approach could help your organisation?
We hold a limited number of Taster Sessions throughout the year. These provide an insight into our digital journey and commitment to innovation; the services we’ve developed, the internal structures we’ve adapted, the infrastructure we’ve put in place and the cultural shift we’ve made in order to achieve our aim of getting 90% of our customers accessing online services.

Related News

Stay up to date with all the latest Halton Housing news here!

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