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Chief Exec engages with customers via Facebook

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Chief Exec engages with customers via Facebook


Published by Laura Beckett for Halton Housing Trust in Housing

Housing Trust Chief Executive uses social media forum Facebook to talk to customers in scheduled monthly chats.

Starting in August 2013, each month Nick spends an hour actively chatting with customers on Facebook on a variety of issues, ranging from repairs queries to moving home and assistance with our Property Pool Plus website.

Other organisations would possibly be nervous about opening themselves up to comments on such a big medium but Nick has enjoyed them so much he has increased the frequency, he said: “I really look forward to my Facebook chats as it offers another way for customers to see a human side to what we do. I believe it is really important that customers are able to speak openly and directly to us I’ve also tried to add some humour to some of my responses, which seems to be well received.

“For an increasing number of our customers they use social media as the basis for how they share and receive information so it makes sense to tap into this.

Through using a variety of social media tools we are able to have conversations with a wider range of customers and tailor what we do accordingly.”

There has been a steady growth in customers contacting the Trust through social media. Teams from across the Trust keep customers updated with regular posts, ranging from local job adverts, welfare reform updates and health and wellbeing activities to general information and updates.

To get involved simply search for Halton Housing Trust page on Facebook.  Nick has his own hashtag, #asknick so users will also be able to catch his Facebook updates on Twitter at the same time.


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