Reward

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here http://uk.linkedin.com/in/tonysmiththathousingitguy

If you are like me, you have been sucked in to the reward culture. I have a Tesco Clubcard, Nectar, Shellpoints, Waitrose card, a credit card that gives me more cash-back for the more I spend. I do change my behaviour based on it all too, where I choose to buy fuel, lunch, gifts etc.

Has the time come to bring rewards to our social housing sector?

I was looking through a report this week commissioned by a large social landlord, which asked the question "Do you think your landlord should reward customers who maintain their properties to a
high standard?". The answer I could have guessed, but not the degree. A whopping 92% liked the idea of rewards.

When asked, "How would you like to be rewarded?", the top 75% of respondents selected vouchers, followed by discounted rent and 'New or improved Kitchen/Bathroom'. Vouchers, way ahead on just over 50%.

Now, at this point you might be thinking (dear reader), why reward tenants at all? Should they not be 'looking after it anyway'? In fact that was one of the comments received from at least one respondent to that question.

If you Google 'why do we need tenant rewards', you will find that many Social Housing RSLs & RP's are at it. They vary greatly, but generally cover the themes of 'Not breaching your tenant agreement', 'Paying your rent on time', 'Keeping financial agreements' etc.

The benefits are various:

• Vouchers can direct tenants to local businesses in the community at discount
• Landlord relationship is enhanced, as you are giving something back
• Reward of paying rent on time, or use of Direct Debit over other methods, helps secure cashflow, in the age of direct paid Universal Credit
• Reward scheme can help value low maintenance (not just in the repair sense), tenants

Currently there are few options for support of rewards out there. Propoints is one, or you could hand-craft one in your organisation, using a mash-up of your customer self-service portal and some user defined fields in your Housing Management System. I am aware of a few landlords looking at setting up schemes like this, I'm sure once UC rolls out wider, this will be a growth area. Get on the bus early, would be my advice!

Related Post: When were you last, really dangerous?

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Teardrop Explodes - Reward.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

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