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CSIT’s latest review of Cadwyn’s IT & Digital Services was approved by the Board in October 2017. Here’s a summary of key recommendations and progress so far:

You SaidWe Did
Cadwyn needs to ensure that all tenants who may be in receipt of UC are prepared. Identifying who these tenants are, what their needs are and targeting these tenants to ensure they are digitally included and Universal Credit (UC) ready must be a priorityWe have a dedicated staff member working with tenants to increase IT skills, running drop in sessions and providing 1-2-1 support

We are identifying tenants’ IT/digital skills and needs to understand who is Universal Credit ready and who might need extra support.

We are implementing software called ‘Housing Insight’ which will give us more detailed information about our tenants and help inform us whether they are ‘UC ready’. It will also help us target households who are financially (and very likely to be digitally) excluded to offer appropriate assistance.
Ensure that tenants are able to report repairs or pay rent as easily and confidently via digital methods (eg app, website) as they can over the phone or in person.We have started talking with tenants on what improvements we can make to existing services and what new services can be introduced. Opportunities include:
Payments
Messaging
Chat facility
Controlling repair appointments
Promote the tenant resource room to all; what facilities are available and what’s on.Our new Cadwyn Hub – an IT suite and meeting room – for tenants officially opens on 27th November. We will be promoting it and our regular activities as part of the launch.
Introduce a Live Chat function on Cadwyn’s website to reduce phone demand but increase accessibility.We are looking into introducing this function. We have met with CSIT to involve them in its development.

If you would like to get involved in any aspect of our Cadwyn Service Improvement Team – becoming a member of the group or getting involved in our ongoing digital work – please get in touch via the form below. We’d love to hear from you!

Previous Service Improvement Team Reports:

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