Ashford Borough Council - ENQUIRE Advice Kiosks

Colin Green, Housing Plus Project Manager, talks about how advice kiosks have enhanced the service:

More than just Housing Advice….

Ashford Borough Council is one of 12 Enhanced Housing Options Trailblazer councils across the UK. The Trailblazer programme, run by the CLG with support from the DWP, aims to develop innovative approaches in housing options and advice services.

Trailblazers will offer a greater range of advice to people looking for housing, with some (including Ashford) moving towards a 'one stop shop' approach of personalised advice with links to employment opportunities and training.

In most areas people have had to go to several different places to find the advice they need to make realistic decisions about where to live. The Trailblazers are changing this approach - advice on the full range of housing options, from social housing to shared ownership to privately rented properties, is linked to wider employment-related advice. This ensures that people are able to make the right choice for their individual circumstances.

Ashford & Tenterden Gateways already offer a wide range of public and voluntary services, in a single convenient location in each of the towns. Joining public services together, and making them more accessible in a friendly and attractive way, improves the quality of life. The Trailblazer project aims to build upon and enhance this ‘single destination’ approach.’

Providing tailored information efficiently with Destin Solutions

Colin continues: ‘We concluded that one of the most efficient ways of providing a wide range of information is to allow our customers opportunities to ‘self-service’ via touch screen kiosks. Touch screen technology itself is not new, but before we came across Destin’s ENQUIRE packages we would not have known how to apply the technology quickly and easily in this scenario. ENQUIRE was perfect, because the hardware, content and support came as one package, provided by one company.

What we particularly liked was the fact that the content was developed with us by Destin Director Ruth Trown, whose has 24 years experience in housing. ENQUIRE comes with core housing advice which is relevant up and down the country. Ruth added to and adapted this core content for us, so that it now reflects the full range of options offered by Housing Plus in Ashford – with interlinked areas covering Housing, Employment and Benefits.

We are realistic enough to know that some people will always want to see an adviser in person, and that there are many situations in which personal advice is essential. The kiosk is available to enable customers to understand what is available and what to do next.

This frees up our advisers to be more productive and focused.

The same information can be offered via the web, too, so existing computer equipment can be used in places such as the library, with the information always being consistent.

Referring in to other services

When customers find out about initiatives that could help prevent their homelessness, and/or improve their financial position, they can ask for more help through the kiosk’s interactive referral form. By the touch of a button they can complete some basic details onscreen. When submitted, this information is immediately sent to key people for follow up.

What about future changes?

The services offered through Housing Plus will not stay the same, but changes and amendments in legislation are reflected in the kiosk as they occur. Our package includes full updating of the content.’

Appointments can be made to see Ashford’s advice kiosks by contacting housingplus@ashford.gov.uk.

Follow what Housing Plus are doing at twitter.com/housingplus .