1. Supporting Tenants Through the Living Costs Crisis

2. Clown Fish & Sea Anemone

3. Our Customer Relationship

4. New Universal Credit Customer

5. So the Story Begins Moat Census Flexible Tenancies Moat Promise
Data Integrity
Improved Communications
Welfare Reform

6. Arrears By Employment Status

7. Fuel Poverty-Tenure

8. Financial Resources

9. 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

10. Customer Lifetime Value

11. Customer Lifetime Value

12. 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

13. Changes To Income Collection
Flexible Hours 9am-8pm/Saturdays
Financial Wellbeing
Different Measures of Success

14. 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

15. Impact

16. 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 

17. 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

18. Moat Promise Tiered Services Behaviour (Nudge Theory)
Low level tenancy breaches
Payment Culture

19. 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%)

20. 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%”

21. 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

22. QUESTIONS