1. Digital and Social Media The benefits of being online Christine Howles

2. About me

3. Overview Why go digital? Who are our online customers? The future Our digital services

4. “Social housing providers could save more than £340m per year by using more cost-effective communications to their 9.5m residents” Digital by Default 2012 - the case for digital housing (Housing Technology and Race Online 2012, November 2011) What’s in it for us?

5. Costs per contact Saving If shifted to online Face to Face£8.62£8.47 Phone£2.83£2.68 Online£0.15 (SOCITM Research 2012) Which means:

6. Our Customers STAR Survey 2013 66% use social networking 50% have access to the internet 14% prefer to contact us by email 29% have smartphones

7. Our Facebook Customers

8. Our Online Services

9. Repair Reporting

10. Check Repairs

11. Self Help

12. Our Social Media Story

13. We can’t control what is said about us online

15. Our Approach Integrity Honesty Openness Human

18. Our Next Step

19. Web Wizards

20. Summary Cost effective Customer service Learn from it Involvement