We used customer profiling to identify and prioritise customers of our Older People’s Service who may require information/assistance with recent Welfare Reform changes.

How it worked

As a direct result of information collated when customers complete the customer profiling survey, we were able to capture the details of tenants who would be affected by the changes. This ensured they were provided with the most up-to-date information to help them make more informed choices.

Customers who would be most affected were captured in a spreadsheet and were visited by members of the Older People’s Service team. The team completed questionnaires on how the customers would be affected and passed the information onto our Money Wise team to progress further.

How it makes a difference

The profiling report helped our service ensure the customers most affected by the changes were able to receive the advice needed. This enabled our customers to take the best course of actions and ultimately prevent them from becoming at risk financially.