Council housing tenants
Research to understand and meet the needs of social housing tenants.
Research to understand how Hackney residents currently register, login and reset passwords for certain digital services (through the council's One Account system) and ways to improve that experience.
Hackney Council launched an online Rent Account service in October. Since then it has been used 50,000 times by 12,000 people. However, just 27% have tried to make a payment on the service and 36% of people have failed to complete an online payment. We want to explore how we might increase payments through personalised notifications and an easier payment process.
September 2018 - December 2018
Manage a tenancy Live
Enabling neighbourhood housing officers to work in the field, digitising the processes to improve the customer experience, reduce travel time and reduce paper.
October 2017 - present
Hackney Council has around 3,000 families in temporary accommodation, living within the Borough and beyond. The current process for identifying and inspecting the accommodation, allocating it to families and managing their rent is unnecessarily complex and time-consuming. As part of our move away from Universal Housing, we want to develop a digital service to better support residents and the staff that serve them.
July 2018 - November 2018
Hackney has approximately 32,000 tenants and leaseholders. Hackney's repairs contact centre (RCC) receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests. This is one of three projects to improve repairs.
April 2018 - June 2018