Earlier in the year, we told you about work being done as part of our Know our Customer project to ensure the data we hold about our customers is useful and can help us tailor our service to you.
Thank you to those who completed our detailed survey to allow us to group residents into different personas based on their needs, wants, attributes, motivations, goals and behaviours. We are now working with our partners, Trajectory, to put these together and decide the service implications for each group.
We would like to now consult with residents about how we hold information about vulnerability. We want to ensure that we have a clear and robust process in place to capture any vulnerabilities on our systems to ensure that residents’ needs are understood and considered when they receive a service from us.
We have produced a list of vulnerabilities (see below graphic), that residents can inform us about which will be listed on your My Account profile. Those without My Account, will still have their information safely stored on our internal systems.
Please support this phase of the project by completing this short survey to ensure that we have captured and considered vulnerability in the right way. We have provided some frequently asked questions (FAQs) below with further information.
FAQs
Notting Hill Genesis wants to improve meeting the needs of our residents and ensuring that those with vulnerabilities and additional needs are catered to. The level of information we hold on our residents needs to improve, alongside our processes, so that we can tailor more personalised services to our residents and understand how we can serve them better.
Based on research conducted, we have developed 16 vulnerability types which we think would be important for residents to inform us about. We are keen to hear residents’ views on these icons.
With better information about our residents, we aim to provide a more tailored and personalised service. For example, understanding how any vulnerability or needs of residents and household members may determine how a repair is carried out in the home.
We need to improve the process for staff to do this, but their are some key touchpoints we could utilise, like when you first move into your home or during your annual visit (if you have one) or when you speak to your housing officer or property manager or an operative at our customer service centre.
Information about any vulnerability or need you choose to disclose to us, will appear on your My Account portal. This information is available for Notting Hill Genesis staff who deliver services to your home to view. Our relevant contractors will also be made aware that residents may have a vulnerability or need (for example before they attend your home to carry out a repair). You will be able to view the information you have disclosed to us on your version of the My Account portal. If you don’t have access to My Account, you can contact your housing officer or property manager to update the vulnerability information we have recorded for you and your family whenever you wish to.
