How we improved our helpline to reach more people in urgent need
The housing enquiries people come to us with vary from minor landlord disputes, to homeless families facing a night on the streets. That’s why we decided to examine how we could make sure our housing advisers help callers to our helpline who are in the most urgent need.
This also gave us the opportunity to see how we could improve our self-help services – like our advice webpages – for users who don’t necessarily need to speak to an expert adviser.
Identifying the problem
Our research showed us that we were categorising ‘emergency’ situations from a legal perspective – without considering the individual situations and feelings of people who came to us for help.