ww 8 th may 2013 multi channel customer contact & channel shift nic colley (looking local)
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8th May 2013
Multi Channel Customer Contact & Channel Shift
Nic Colley (Looking Local)
The story from West Yorkshire
Problem 1:
• Increase in number of customers seeking assistance in finding cheaper accommodation:
o Impact of changes to LHA
o Impact of wider welfare reform
o Rise in unemployment
o Increase in homeless presentations
The story from West Yorkshire
Problem 2:
• Who and where are the landlords?
• Where are the properties?
• Social housing need outstrips availability
• No destination to send customers to when they are searching for more affordable accommodation
• Customers don’t understand what is meant by affordable accommodation
The Letshelpyou solution
• Five West Yorkshire Local Authorities
• Initially funded by Department for Work & Pensions
• Help reduce the impact of changes to LHA and wider welfare reform for tenants, landlords and LAs
• Encourage self service approach
• Provide a destination for people to go to when they need to find more affordable accommodation
• Website launched 17th February 2012
Homepage – A tenant’s view
Refine your search
“70% uploaded properties list rent below or
matching relevant HB rate”
Personal profile
“5,184 tenants registered with
LetsHelpYou within the first
12 months”
Property details (including landlord)
Useful tools
Property Tracker
Bedroom Calculator
Allowance Calculator
A landlord’s view
“1,864 properties have been
uploaded across West Yorkshire since February
2012”
“846 landlord registrations”
Instant property activation / deactivation
“Average 33 property uploads
per week”
Multi-channel access
Android App
LetsHelpYou is freely available as a smartphone app...
iOS App (iPhone, iTouch)
Search for LetsHelpYou on Google Play or iTunes
Multi-channel access
Red button on Sky channel 539 or via Virgin Media channel 233
“LetsHelpYou is also available to people without internet access via the Looking Local service
on TV”
Management Information Tool
“Most common property size listed is two bedroom”
“53 three bedroom properties
uploaded at an average of £4.20 below LHA rate”
Some of the benefits…
• Encourage self service, across multiple platforms
• Free for both landlords and tenants to use
• Access to local intelligence and data on the private rented sector
• Can be used to help support vulnerable customers
• (Prospective) Tenants feel more informed
• Encourage closer working between landlords and LAs
• Reduce time properties are left vacant
LetsHelpYou coverage
Currently available:
• Leeds
• Kirklees
• Bradford
• Calderdale
• Wakefield
Coming soon:
• Enfield
• Merton
• Hull
• Manchester
• Brent
• Sunderland
• Arun
• Middlesbrough
• Newham
Website address & contact details
www.letshelpyou.co.uk
Enquiries: [email protected]
Technical assistance: [email protected]