Total Insight: Supporting tenants at risk of fuel poverty

Total Insight Case Study: How Total Insight supports housing providers to identify tenants at risk

Coastal Housing Group
North Devon Homes

In winter, many social housing tenants will be looking to balance the annual planning and purchase of Christmas gifts with the cost of keeping their home warm. With energy costs consistently rising, homes will be driving their meters hard an increased gas and electricity usage. This will not only put more pressure on tenants to make higher winter fuel payments, but place a large majority at risk of poor health. A long cold period could result in a rise of cold weather deaths over those of 2017, when the Office for National Statistics (ONS) reported 34,300 excess winter deaths. This rising figure not only demonstrates the importance of heating a home, but how staying warm during the winter months can be potentially lifesaving.

Can your data reduce the risk of cold weather suffering and even death? If your team can identify those tenants who are most at risk, they can provide intervention at the right time and the risks to health can be greatly reduced.

For many landlords, the issue is that they are not able to quickly interpret their own tenant and property data that they have access to, along with additional information from other providers. Being able to understand who is living in the property, along with their financial position could help identify what support is required. Many tenants living situation, will not always be known to their landlords, which can mean those who are most at risk are failing to be identified.

Using Total Insight, many landlords across the UK have been able to promptly segment and analyse data, using evidence and not opinion, when working to identify tenants at risk. Something as simple as the ability to quickly find out the ages of those living in your properties and their financial situation, could lead to timely intervention. By providing advice to the tenant where needed, or fixing any issues with the property, they can reduce the impact of poor weather conditions.

“With Insight, we turn up at the first visit with the information at our fingertips” Coastal Housing Group

Having the ability to quickly understand which of your tenants are under significant financial stress throughout the year helps intervention and assistance before things get out of hand. Being able to identify these tenants also means that residents who are also at risk of going into rental arrears or having continued rising debts could be less likely to focus on paying energy bills.

Can you identify those tenants under financial stress? Using Total Insight has allowed North Devon Homes to identify those tenants who are most at risk, enabling them to engage customers in a timely manner, with a clear overview of the potential issues that they face. The correct support package can then be provided to the tenant.

Marc Rostock, Director of Neighbourhoods, at North Devon Homes, said: “We saw Total Insight as a tool that had the potential to allow us to engage with our customers in a more informed way.

“we are using the information it provides to target staff visits more effectively” North Devon Homes

“It’s allowed our teams to ask some simple but powerful questions, offering something beyond our traditional data,” Marc said, adding “we are using the information it provides to target staff visits more effectively, meaning our assistance can be directed towards those who need it most.”

Total Insight customer, Coastal Housing Group are also using their data to provide personalised, informed support for their customers.

“Insight equips us to proactively support tenants, ensuring we as using evidence. Our staff access the data immediately and proactively and then have informed one-to-one contact with tenants. The alternative is manually acquiring and scoring public records and then, typically, it would only be in our second or third visit with a tenant that we might fully understand their financial situation. With Insight, we turn up at the first visit with the information at our fingertips.”