Yesterday we started taking practical steps for the community and home squad, mapping out how we're going to test some innovative new thinking...
A morning group session focused around how best to investigate a 'community lettings plan'. That is, how best do we understand a community and can we match a new customer to this brief? Even better, how can we encourage communities to do this for themselves? We recruit colleagues, couldn't customers recruit other customers? Who would even benefit from this? It's radical, we'll admit, but we've drafted out a plan to investigate the value here.
Jason led the thinking on the home squad session in the afternoon. Re-imagining the letable standard and the possibility of graded repairs services (customers choosing how much they want to service their own homes) were discussed. We're pleased to say that initial tests for a home MOT are being drafted. These should help customers get to know their properties properly (i.e. stopcock location and when to use it) and save them from having to go through the contact center for simple tasks.
We'll let you know more once we've fleshed the plans out a little, but what do you think of these ideas so far?