Practical support options for customers Coronavirus (Covid-19) - how we can help - Housing Partners
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Practical support options for customers Coronavirus (Covid-19) – how we can help
Purpose of this note • Housing Partners offer HomeSwapper and Housing Jigsaw and the TAIM suite: all products that may be able to help you with the management of Applicant/Tenant engagement during the Covid-19 special measures. • Some changes have already been made to your products in response to the Covid-19 situation – detailed later. • Suggestions help with: identification of the vulnerable, automating key tasks and enabling communication without face to face meetings. • All of Housing Partners solutions are web delivered and available to all with an Internet connection from desk and mobile devices.
What we have done In response to the COVID-19 outbreak, a message has been added to ALL tenants’ dashboards referring them to the official government guidance (this is the first thing they see when logging into HomeSwapper). Since it was published (Tuesday 17th March) the message has been seen by 59,000 tenants (as at 23/03).
Tools that may be of help at this time Tenant search HomeSwapper allows you to search all your tenants. This includes criteria which may help identify vulnerable households: • Age group (e.g. 75+) • Household composition • Receiving Universal Credit Search results can be exported to Excel and include contact information such as email address and mobile phone number. Reporting Similarly, using the standard reports in HomeSwapper you can identify potentially at-risk tenants, e.g. receiving housing benefit, having aids/ adaptations, requiring wheelchair accessible accommodation or sheltered housing.
How the HomeSwapper team can help… Tenant messages If there is any specific information you want to get to your tenants, we can add a message on their dashboard (this is the first thing they see when they log in). Auto-approvals We appreciate this is a very busy time for everyone and approving your tenants to use HomeSwapper may not be your highest priority. For this reason, we can temporarily switch on “auto approvals” for your organisation. This will automatically approve anyone registering as your tenant on HomeSwapper so they can happily continue to look for a swap and you have one less thing to worry about. If you require any of the above or have any other queries, please contact landlords@homeswapper.co.uk
Homelessness (HRA)
Case Support
• To support local authorities monitor and report presentations we have
(on 23/3/20) added a new question to the ‘Current Circumstances’ section
of the assessment form. The new question asks officers to record:
• Is this approach as a result of the Covid-19 virus?
• Where the answer to this question is ‘yes’ a mandatory free text box will show asking
the officer to provide further details; both of these questions are reportable.
• You can use the customer portal (with Self-referral turned off) enabling
you to communicate with applicants as you progress their case, avoiding
the need for face to face meetings.
• You may choose to turn on the customer portal with Self-referral turned
on, so you can manage the whole case from Approach remotely.
• We can provide your list of customer email addresses so that you can
message those who have approached. Delivery of the list would be by
secure file transfer.Housing Register/CBL EHR Customer Support Enhanced housing register • Update the landing page with a message to support your local letting plan. For example, one customer has suspended allocations and adver- tising so a message to this effect has been put on the landing page (see sample). • We can provide a list of your housing register customer email addresses, regardless to status of application, so that you can send out a message. Delivery of the list of addresses would be by secure file transfer.
InSight Analysis and search tools Search InSight can support you to quickly identify demographics that you may want to provide support to using the ‘Search’ functionality. For instance, selecting the options shown below will return a list of all your pensionable age tenants living in overcrowded properties that are also showing signs of being financially vulnerable.
InSight Analysis and search tools Mapping You can view the results of the search page as a list (which can be exported to excel) or as a Map. The Map view may provide extra visibility for areas that need support. Filters & user defined fields As well as the built in segment types and field that InSight provides you with, you can also represent tenant demographics using your ‘User defined fields’ which can be any data from your internal data that is imported into InSight.
InSight Analysis and search tools Analysis In a similar way to the search screen, InSight can be used to identify demographics on a Venn diagram, this example shows that meet the following criteria: • Under occupied • Financially vulnerable • ASB recorded on their account Search results can be exported to Excel and include contact information such as email address and mobile phone number.
If you think we have missed anything/other ways to help then please let us know? For further information or help with these measures please contact Greg Andrews: 07487 861 856 gregandrews@housingpartners.co.uk
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