Customer Insight

What is customer insight?
We collect and hold all sorts of information about our tenants but why do we do it? And what do we do with it?

Think about your Tesco clubcard, or any other loyalty card you may have. Great, aren’t they? Giving you access to coupons, money off vouchers, customer rewards. Stores use loyalty cards to target their customers with offers and services relevant to them. Spending £70 on your weekly shop? Here’s a voucher for double points if you spend £80! Buying nappies? Did you know about our life insurance to protect your family if the worst should happen?

We’re not trying to sell more to our customers but, like Tesco, we do want to make sure that we offer the right services to the right people at the right time.

So what are you doing with all my information?

Recent uses include:

  • Targeting pension credit information at older tenants to maximise incomes for tenants and help ensure our rents are paid
  • Prioritising tenants for universal credit advice based on data which tells us how financially stressed each household is likely to be
  • Assessing which households would benefit most from a project to install solar panels on 200 homes

The common themes: Maximising your income, ensuring our rents are paid, making best use of our budgets and staff time.

That’s great, but how can I help?
We don’t have supermarket checkout technology to help us understand who you are so we all need to take responsibility for keeping information complete and up to date. If your circumstances have changed please let us know. Better still, sign up for SeeMyData on our website and in a few clicks you can check and update your details as well as book repairs, check your rent account and much more.

Every little helps!