the digital transformation of housing a case study... so has it all made a difference? •app...

The Digital Transformation

of Housing – A Case Study

Andrew Billany, Managing Director

of Homes for Haringey

Date: 19/10/2016

© 2012 Homes for Haringey Ltd

www.homesforharingey.org


Why go digital?

Better for our customers:

a) New technology means greater expectations

from our residents

1. 24/7 services – convenient, efficient

2. Online, easily accessible services

3. All services in one place


Why go digital?

Better for us:

a) Improving effective engagement – more inclusive

with wider views allowing us to shape service

delivery to our residents

• Reduction in use of inefficient, face to face

engagement with few customers

• Enabling more residents to help shape our services

through easier feedback channels


Why go digital?

Cost of customer interactions

0

5

10

15

20

25

30

35

40

45

Email/Post Face to face Voice/tel Appr/web portal

£ (up to)

£ (up to)


Why go digital?

b) Staff mobile working

•200 staff out and about on our estates

•135 operatives


Challenges we face in going digital

Residents

• 91% of Haringey residents have online access

• Of those aged 65+ this went down to 64%

• 70% of residents access online through smart phone

or tablet

• Digital exclusion – around 10% of overall figure are

not using online services

These are more likely to be:

oResidents in social housing

oElderly

oDisabled


What challenges we face in going digital

Staff

• Office based staff –

nearly 70% felt

competent with

computers

• Remote staff – nearly

half said they needed

some, or lots of, help


So how do we help those who may be reluctant?

Residents

• Wi-Fi in our supported housing schemes

• New, easy to navigate

website

• Sessions for elderly

residents on our online tools

and general computer skills


Residents

• Digital champions – residents who

volunteer to help others:

o Understand basics of using a

computer

o Go online, use email, Skype etc to

keep in touch with family/friend

o Search for a job or complete online

forms (Universal Credit only available

online)

o Save money on household bills

• We have eight Digital Champions – five

are over 60!



Staff

Digi-days - So far 220 staff

have attended five sessions

showing:

o New website

o Mobile working tools used

by our staff

o Resident tools like our

App and Seemydata

The App

• 70% of people use phone or tablet

• Residents want all services accessed from the same place

• This App gives access to

o Payment tool

o Repairs reporting

o Estates issues reporting and tracking

• This allows pictures and exact locations of issues,

such as fly-tipping, broken lighting to be sent to our

teams

• Staff and residents can also see if an issue has

already been reported, and when it is being dealt

with

o News

o Advice and links to non HfH services


Seemydata

• View your account / update personal details

• Pay your rent or service charge

• Report a repair in your home or issue on your estate

• Check on upcoming works or parking on your

estate

• Update your personal details ... and more

The website

• Similar look and feel, with easy navigation buttons,

as the App


So has it all made a difference?

• App – since May we have had 1,000 downloads

• Seemydata – we have 2,225 residents registered

• Recent elections – our highest turnout ever of more

than 48%

o52% of tenants and 72% of leaseholders used

digital voting channels.

• Another ALMO – similar size started their digital

journey in 2012 – a few years before us

o 15% of residents using online platform – we are

at around 10%

Home repairs

a) Since May 575 repairs booked through the App

b) Now 7.5% of all booked in home repairs

Home repairs

The below are some achievements within home repairs

since mobile working was introduced.


Home repairs


Home repairs

18,453

19,908

17,516

15,111

15,666

15,133

12,000

13,000

14,000

15,000

16,000

17,000

18,000

19,000

20,000

11/12 Final Outturn 12/13 Final Outturn 13/14 Final Outturn 14/15 Final Outturn 15/16 Final Outturn 16/17 Forecast

HRS Financial performance

The cost of the repairs service


Estate reports

a) More than 1,000 estate reports by staff through our estates App this

year

b) More accurate reporting has reduced cancelled jobs – saving £70k

0

200

400

600

800

1000

1200

1400

1600

1800

2000

2013/14 2014/15 2015/16 2016/17 projected

Impact of 'Our Estates' App - (1) reduced cancellations

2013/14 2014/15 2015/16 2016/17 projected

60% Reduction in cancelledcommunal

repairs since introduction

£70k saving


Online payments

a) In the first six months of Seemydata those who registered saw their

arrears drop by more than 20%

b) 17,000 rent payment through the portal this year


Feedback from residents & staff

“Being informed by email about jobs scheduled and

completed, is fantastic..”

“The repairs service is accessible to all and it is clear

that the investment in new technology and IT has

improved the resident experience..”

“The website is much cleaner, more user friendly –

transformative!”


The next steps – the challenges that remain

a) Integrate all our systems

o Website, Apps and Housing Management

system all the same

b) Develop and refine

o Introduce webchats, Facebook style customer

interaction

o More interactive services through our website

c) Continue to promote

o Instant customer satisfaction:


The next steps – the challenges that remain

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