Manage Arrears weeknotes: w.c. 12/8/2019

This week has been a positive and productive week, for Manage Arrears. We have;

*Shortlisted Digitalmarket place bidders, and reviewed their proposals for Phase three. The outcome will be published shortly.

*+Trish Hadden shared some positive feedback relating to service charge arrears. Last month the team saw a huge reduction, approximately by 10%, in their arrears which is a result of their arrears letters being sent. Contributing factors from our project include;

  • The improved content redesign of the letters
  • The improved accuracy which comes from the bulk sending feature providing the ability to provide and send accurate and timely information.

*Many thanks to +Cate McLaurin for assisting with discussions around the Letter before action (LBA) and Ministry of Justice (MOJ) conversations. The Letter before action is a 14 paged letter sent to Lessee has part of the Service Charge escalation policy. We are investigating the possibility of an alternative solution to enclosing paper forms. Which will determine how these letters will be handled e.g. via Gov Notify.

*Also many thanks to +Carolina Gaspari for providing +Elaine Geeves and I with advice and guidance on UI and UX design. We learnt a lot. Particularly relating to simple tips about making use of lines and space and grouping text. We have since adjusted the layout of our wireframes to reflect the advice. Our Product owner was shown the example of these and he is in full support of us user testing these with his team next week.

Next week we will be:

  1. User testing case details layout designs with the Income Collection team
  2. Working to resolve the Hackney API/ Hackney action diary bug.
  3. Continuing to finalise LBA stories.

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