Product in Practice - Irwell Valley Case Study Irwell Valley wanted to introduce a scheme to encourage all 5,000 of their tenants, but especially the 70% identified as poor payers, to pay rent on time and abide by the terms of their tenancy agreement. The idea was to reward and incentivise prompt payment by offering them loyalty points and cash-back through Gold Service membership. Launch & Implementation With the establishment of Gold Service membership in 1998, Irwell Valley became the first housing association to introduce a rewards and incentives scheme for its customers. Irwell Valley residents became Gold Service members by paying their rent on time and abiding by the terms of their tenancy agreement. For each week they did this, the association recognised their loyalty by giving the

Join for free to read