believe housing spun up an innovation idea team just over a year ago, using their innovation idea lifecycle; to explore causes and solutions to no access, which at that time made up 25% of compliance visits.
The group is made up of managers from across service areas impacted by missed appointments, and coached by the Innovation Team. Using a series of innovation and data tools that are a part of the business processes in place for innovation, the group identified a number of incorrect assumptions and that believe housing did not know enough around the causes of no access. And after taking time to ask its customers, identified that work commitments was the most common reason for missed appointments, followed by not knowing about an appointment, illness and other vulnerability.
Looking into the data, the team discovered that 40% of missed appointments were caused by fewer than 400 households (2% of customers). By communicating pro-actively with this cohort before appointments take place, and offering flexibility around appointment times, access could be achieved at first visit around half the time. In previous years, they have not gained access at the first visit for a single property in the cohort.
The trial has since been scaled to cover 600 homes and is ongoing until October 2026, next steps are to explore what further reductions can be made in other cohorts of customers using automation.
believe housing spun up an innovation idea team just over a year ago, using their innovation idea lifecycle; to explore causes and solutions to no access, which at that time made up 25% of compliance visits.
The group is made up of managers from across service areas impacted by missed appointments, and coached by the Innovation Team. Using a series of innovation and data tools that are a part of the business processes in place for innovation, the group identified a number of incorrect assumptions and that believe housing did not know enough around the causes of no access. And after taking time to ask its customers, identified that work commitments was the most common reason for missed appointments, followed by not knowing about an appointment, illness and other vulnerability.
Looking into the data, the team discovered that 40% of missed appointments were caused by fewer than 400 households (2% of customers). By communicating pro-actively with this cohort before appointments take place, and offering flexibility around appointment times, access could be achieved at first visit around half the time. In previous years, they have not gained access at the first visit for a single property in the cohort.
The trial has since been scaled to cover 600 homes and is ongoing until October 2026, next steps are to explore what further reductions can be made in other cohorts of customers using automation.
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