Understanding Customers & Diverse Need
With 1 in 11 over 65's suffer from dementia, 1 in 3 social housing residents suffer from mental health issues and around one-quarter (24.7%) of disabled people in rented social housing. We know that general needs does not mean no needs & that it has never been more important to understand the diverse needs of your residents to ensure equitable access to services & equitable outcomes.
Customer Data Management
TIA+ provides you with the tools required to build & manage the detailed picture of the persons who live behind the doors of your properties. This serves to both inform service design & to assist in tailoring engagement & service provision to deliver better outcomes by collecting information on protected characteristics and additional support needs, whilst the multi-lingual capability helps to break down language barriers. By helping to inform service design & understanding where reasonable adjustments need to be made, Social Landlords can build more inclusive services which deliver equitable outcomes.
Communications, Preferances & Personalisation
The "one size fits all" communications & engagement model is no longer compliant in the post Consumer Standards environment. TIA+ allows you to understand engagement preferences & allows residents to opt-in and choose which information is relevant to them. Segmentation allows specific information to be targeted in terms of "housing plus" services & providing soft referrals to other relevant third sector organisations, driving increased social value in the process.
Engaging With Representative & Tenant Advocates
The solution can automatically build in the requirement to communicate with nominated representatives of the resident; not only does this support managing vulnerability but can also drive improvements in areas such as no access reduction for certain groups of tenants.
Using Customer Data To Inform Service Design
The solution provides you with insight & reporting tools to better understand the needs of your customers to help inform overall service design & also helps you understand the reasonable adjustments that need to be made to deliver equitable outcomes.
Engage & Understand Minority Groups
Sometimes the customer groups which are understood the least are the hardest to reach. With cultural diversity increasing, the multi-lingual capability of the TIA+ solution combined with the personalisation capabilities, helps to engage these segments and understand their diverse needs. EDI data collection efforts can be supported by engaging in an Informed consent basis & explaining how the information provision will benefit the resdient via better service design
Outcomes
Build Services Around Your Customers
Design better services based on the actual needs of your customers & use this data to support embedding a culture of inclusivity to deliver equitable outcomes.
Automate Data Management
Embed customer data management into the customer journey & automatically manage and maintain this over time, reducing manual data collection & internal costs.
Evidence Compliance
Prove that you have done everything that is reasonably practical to collect customer data (including EDI data) & understand diverse need.
Better Understand Vulnerability
Better understand vulnerability, need & reasonable adjustments that individual tenants require & tailor engagement to drive better outcomes.