Read how Onward Homes streamlined their support for vulnerable tenants, achieving huge time savings, increasing process efficiencies, and providing instant, varied support that fosters choice and independence.
Streamlining Tenant support with Evouchers
Established in April 2018, Onward (formerly known as Symphony Housing Group) brought together several housing associations, namely Liverpool Housing Trust, Hyndburn Homes, Peak Valley Housing Association and Ribble Valley Homes.
Bringing these organisations together allowed them to invest more in their homes and neighbourhoods, improve their services, and make a greater contribution to the sustainable regeneration of communities in the North West of England.
Onward Homes have teams that are dedicated to look after and support some of the communities most vulnerable members, with the aim to help them live independently in a secure and safe tenancy.
As a result of the Covid-19 pandemic and new shift to an increased working from home set up, the teams were challenged when trying to visit and engage vulnerable customers.
These changes also brought to light the initiative to engage other community members who Onward rarely had contact with to broaden their reach and support throughout the neighbourhoods. It was clear that there was a large impact to households facing financial struggles, general living needs or even new customers in need of tenancy.
This continued after the pandemic as a result of the cost-of-living crisis and prompted the teams at Onward Homes to rethink how they could support their customers more effectively and efficiently.
Within the Tenancy Support team, the previous process involved referrals to supporting agencies or occasional grants for one-off support items. However this process was cumbersome, time-consuming and required financial team approvals which could cause delays in getting the support to those in need.
The team seeked a solution that was customer-centered.
Evouchers was already being used by other teams within the organisation so this was an easy transition from a trusted referral for the Tenancy Support team. Upon seeing the platform and how easy the process was, the team started their account set up.
“The process was seamless and the platform is very user friendly for the team”
– Onward Tenancy Support Advisor
The new platform enabled the team to save significant time and allowed the customers to receive the support swiftly and timely for their needs. This helped the customers to feel more comfortable in their tenancy by contributing towards making their house more homely which they can enjoy.
“Evouchers has allowed us to purchase some essential items we were never able to do previously. The ability to choose retailers and allow the customer to choose is an amazing option, as it creates independence as well as promotes choice – which often is not something some of our customers have experienced due to poverty and hardship.”
– Onward Tenancy Support Advisor
“I was working with one of the Tenancy Support Team due to my circumstances that were not too good and really needed support in starting my new tenancy. The vouchers issued to me helped me get set up straight away which also had a quicker impact on other support needed”
– Onward Customer
“Evouchers offers almost instant support which goes a long way towards a customer sustaining a tenancy. ”
– Team Leader, Tenancy Support Team
Moving to Evouchers has been positive for the Tenancy Support team and their customers. The team have seen huge time savings and improvements in efficiencies of processes by issuing support almost instantly so the customer benefits immediately rather than waiting for delays on purchase orders, bureaucracy and internal systems.
The use of vouchers as a support aid has increased since the team began using Evouchers thanks to the wide variety that Evouchers offer, meaning it can help in almost all circumstances for tenants.
By adopting Evouchers, the team can ensure the support for more vulnerable members of the community is varied, with flexibility and choice for the recipient.
