Ben CarpenterSpecial AdvisorRace Online 2012

Commercial

Public sector

Charity

Media

Social Housing

Race Online 2012

In England:

• 44% households’ annual income <£10k

• 60% of tenants are economically inactive (31% retired

and 29% sick/disabled/full-time students/looking after

family or home)

• 21% of +65yr olds live in social housing

• 44% of single parents live in social housing

“Vulnerable groups are concentrated in the social housing sector” - Shelter

Deliver more for less+

Fulfil core social commitments

Digital Technology meets the twin imperatives of social housing

+40% residents offline

&

Housing providers overestimating cost and underestimating benefit of channel shift

Initial analysis suggests £3bn total benefits to UK plc

• Housing Providers cost-effective communications = £340m per year

• adults offline pay bills and shop online = £530m per year

• children in offline social housing boost future earnings = £1.5bn

• Just 3.5% of people offline and unemployed find work online = £217m

• Just 3.5% of people offline and in work developed their ICT skills = £750m

• Local government moves online just one monthly

transaction with offline adults = £360m per year

• Increased wellbeing and reduced isolation for tenants

Digital By Default social housing: the Business Case

Peabody’s business case

£330,792 estimated saving if the 125,300 tenant contacts in 2009 were switched from telephone to online (£2.64 per contact)

£219,667 saved by moving repairs and maintenance enquiries online

8% saving on transaction costs if all rent payments made online (currently just 5% of rent payments are made online)

Likely fewer rent arrears + faster and cheaper income collection process

Home Group More functional and user-friendly website, enabling customers and clients

to pay rent online, view statements, report a repair Planned to take six months and £250,000, took five weeks and £150,000 £1.6m of rent transactions processed in pilot’s first 4 months Predicted to save £200,000 a year

o As transaction volumes increase, further savings from reduced processing time

Other benefits include o Secure and self-serviceo 24 hours/day o Faster rent payments and real-time online account informationo All web-pages translatable through Google Translateo Free and easy to use, available for any customero In time, more services will be built on the platform to further Home’s

digital strategy

"Internet connectivity should be a necessity, not a luxury.

Government is committed to helping demolish the unacceptable digital divide

blocking social mobility for millions of council tenants.”

Grant Shapps, Housing Minister

Digital housing summit

“A Digital Deal”

“The 4th Core Utility”

Hooks to first use are vital 30 million people use the internet everyday Main barrier is lack of understanding of benefits (64%) Digital Champions

Teamwork needed HAs + LAs + tech providers + agencies = success! Use existing tools and blueprints Champions tools Go ON Places

Digital housing summit

Thank you...

Download the report atwww.housing-technology.com