We caught up with some of our digital champions who played key roles over the lifetime of 'Better Connected', our digital transformation project recognised at this year's Northern Housing Awards.
Launched in 2022, 'Better Connected' was designed with customers at the core to enhance customer experience and digital services. It is the fundamental foundation of our wider digital transformation program, and the platform to enable multiple projects.
Key projects included the launch of My Livin app and portal (including trackable repairs) providing 24/7 access to our services with over 3,700 active users, 59% of which have now fully transitioned to digital services; a data- driven tenancy visit programme ensuring tenants receive the right level of support and their data is up to date, an enhanced financial well-being case management system to quickly address customers' financial stability, and trackable complaints and enquiries to keep customers informed.
In collaboration with our digital partner, Meritec, over 190 business processes across the organisation have been transformed, 60 of which are high transaction, high impact bringing efficiency for our customers and our teams, reflected in our customer satisfaction results.
Northern Housing Judges said; “Livin Housing provided an impressive example of a truly transformational project. The hard work is quantified, the engagement is measured, and the output is clear. Great work Livin!”.
Kieran Brownson, Digital Project Manager, said; " We’re incredibly proud of this recognition — and even more excited about what’s next. We look forward to continuing our partnership with Meritec to unlock even more efficiencies and drive effectiveness for our digital solutions making sure our customers are at the heart of what we do".
Find out more about our My Livin app and portal.
Pictured: Kieran Brownson (Digital Project Manager), David Addison (Senior Housing Advisor), Paul Fullard (Asset Sustainability Manager) Elisha Ornsby (Customer Voice Adviser), Rachel Simpson (Senior Customer Services Adviser), Angela Wilson (Senior Income Adviser), Sam Walton (Compliance and Cyclical Works Co-Ordinator), Conor Blackett (Senior Repairs and Maintenance Surveyor), Joanne Burnip (Financial Inclusion Manager), Craig Sams (Financial Inclusion Adviser), Mark Percival (Planned Works Manager), Reece O'Dwyer (Process Improvement Analyst Apprentice), Janice Hall (Strategic Housing Manager), Amy Wilson (Customer Insight Analyst) and Peter Liu (IT Solutions Engineer)
My Livin App