Essex-based housing association CHP has created a new welfare app which is helping to provide additional support to vulnerable customers.
Employees are able use the app if they pick up prompts during a visit 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.
The app, which was created in-house, is currently being used by trades teams when they carry out repairs visits in customers’ homes. Use of the app is now being extended to more customer-facing teams across the organisation. Full training is provided to all employees using the app on how to identify that a customer may be in need of some further assistance.
Since launching in February 2022 around 70 referrals for further support have been made using the welfare app. Some of the specific ways customers have been helped include clearing unwanted items from their homes, claiming benefits they are entitled to and accessing food bank vouchers. Specialist support has also been provided where more serious welfare concerns have been raised.
Tracey Spencer, customer services director, 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.”