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Published byTyler Green Modified over 6 years ago
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Supporting Tenants Through the Living Costs Crisis
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Clown Fish & Sea Anemone
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Our Customer Relationship
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New Universal Credit Customer
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So the Story Begins Moat Census Flexible Tenancies Moat Promise
Data Integrity Improved Communications Welfare Reform
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Arrears By Employment Status
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Fuel Poverty-Tenure
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Financial Resources
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Customer Independence Agenda
What products do we need to enable and support this journey? ? How will events in the outside world affect customers and our plans? How do we influence behaviour? What causes this to happen? Length of tenure at Moat
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Customer Lifetime Value
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Customer Lifetime Value
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Independence Agenda Promoting self reliance within our customers
Understanding vulnerability within our customers Understanding the barriers to independence Maximising the creation of social value That people should take responsibility for their lives including their obligations to Moat We will support those less able to do so, appropriately where it fits with our mission
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Changes To Income Collection
Flexible Hours 9am-8pm/Saturdays Financial Wellbeing Different Measures of Success
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Annualised HB entitlement Annualised other benefits for residents
Financial Wellbeing Team FWO achievements Annualised HB entitlement Lump sum backdates Annualised other benefits for residents Totals 2013/14 909,853 310,086 334,664 1,554,603 2014/15 (first 6 months) 649,563 272,873 205,158 1,127,594 1,559,416 582,959 539,822 2,682,197
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Impact
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Back 2 Work Outcomes Team created with core funding
Work Bonus (20+ Contractors involved) Close Relationship with BITC Partners looking to deliver £1.5m Social Impact Bond Outcomes 149 into work 104 Training 37 Work placements/Apprenticeships 3 Job Clubs
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Customer Mobility Outcomes
Officer to maximise & facilitate mutual exchanges Flexible approach to arrears & mobility Priority use of 1 beds for Bedroom Tax Cases Furnished Tenancies launching this April Outcomes 108 customers downsized (73 bedroom tax) 25% increase in mutual exchanges to 481 since April 13
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Moat Promise Tiered Services Behaviour (Nudge Theory)
Low level tenancy breaches Payment Culture
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Moat Promise Outcomes 1400+ residents have received 14 day warning for dumped rubbish/untidy gardens etc. 79% have resolved the issue 527 repairs refused to Three Star residents (only 200 outstanding) 5 Star Residents now a growing group (5%)
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Getting Ready For Universal Credit
Seven of our local authorities in 1st tranche, one in 2nd and loads in 3rd. Modelled high risk homes Dedicated officers to manage contact & APA Ramped up communications plan Lots & lots of liaison with DWP Visits to HA’s in the North West A NW HA told me “Collection rates at 90%” A SE HA told me “Arrears expected to rise by 20%”
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Janet “The Clown Fish” Hit by the Bedroom tax & eager to move
Subject to domestic violence Support to Mutual Exchange from Mobility Officer eventually Management Transfer agreed FWO support DHP application Arrears fell from £2.3K to under £600 Four Teams involved resolving one life
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QUESTIONS
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