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CHP housing association creates customer welfare app


Mark Say Managing Editor

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Essex based housing association CHP has created a new welfare app to provide additional support to vulnerable customers.

Employees are able use the app during a visit if they pick up prompts that a customer may require some further support.

Reports made in the app are then passed on automatically to the relevant team at CHP to identify how the customer could be supported further.

It was created in-house, launched in February and is currently being used by trades teams when they carry out repairs visits in customers’ homes.

It is now being extended to more customer facing teams across the organisation, with training on how to identify that a customer may be in need of some further assistance.

Support referrals

Since its launch about 70 referrals for further support have been made using the welfare app. This has led to actions such as clearing unwanted items from people’s homes, claiming benefits they are entitled to and accessing food bank vouchers.

Specialist support has also been provided for when more serious welfare concerns have been raised.

Tracey Spencer, customer services director at CHP, said: “Our new welfare app is helping us to provide support when customers share concerns with us, or when we have identified that some further support may be needed.

“We want to be there for our customers when they need it most, and this has never been more important with so many people struggling due to the rising cost of living. The app is a great example of how we are making use of technology to improve our services and make a real difference to people’s lives.”

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