When anyone finds themselves in the precarious situation of being homeless and the dark prospect of spending the night on the streets, the pressing need is to speak to someone at the Council, quickly!

Previously, on ringing the Council’s hotline, there was the simple option of tapping a number and the line would ring to a Housing Officer. Not now! All callers are welcomed by the digital helper “Ally” and confronted with a convoluted dialogue before the phone rings to a person who can help. If the caller politely confirms that the “answer was helpful” by saying “yes” at the wrong point then “Ally” will not transfer the call to a Housing Officer – it will ask if the caller has another question, or end the call.

Ally: Welcome to Derby Homes. I’m Ally your digital helper. I’m here to help with your question, request or problem. To find out more information about how your personal data is processed please refer to Derby Homes provacy notice at DerbyHomes. org. I’m always learning so please be patient and remember to tell me if I’ve been helpful. I can answer best if your question is in a short sentence such as “how do I pay my rent”, or “I am homeless”. Please ask you question now.

Caller: I am homeless

Ally: Please use your telephone keypad to select one of these options . One, anything about homelessness or if you have been served notice. If none of these options apply please press zero.

Caller : <presses one>

Ally : Thank you. I’m looking for an answer – just a moment please. If you are homeless, have been served a notice or need information about homelessness you will need to talk to someone. When asked “was the answer helpful” – answer “no”. When asked for feedback say “I want to speak to someone” and I will look for an available agent to help.Do you want me to repeat that?

Caller : No

Ally : Would you like this answer sent to you as a text message?

Caller: No

Ally: Was the answer helpful?

Caller : No

Ally: So we can improve the service please tell us why the answer was not helpful

Caller : I want to speak to someone

Ally : I’m sorry about that . The Housing Options team handles homelessness and eviction cases providing support in the search for suitable housing. Would you like me to transfer you?

Caller : Yes.

Ally : Transferring your call to the Housing Options number. Please wait a moment.

Housing Options number dials.

Comment

A system where the digital helper can interpret the spoken word and immediately direct the caller to the right department would be progress and an improveemnt from the interminable menu options. However it seems that Derby City Council has bought a cheap piece of software where the caller has to be given a “hack” by the “helper” in order to get assistance from a real person.

This is not progress – it’s a poor solution, clearly devised by an IT expert with no consideration for the caller. Derby City Council should consider reinstating the old simple menu system whilst someone reviews the need for this convoluted, and frustrating, complication.