Receiving customer information

Purpose

This procedure describes the actions to be taken upon receipt of customer information from London Borough of Camden (LBC) Sheltered Housing Managers, Registered Social Landlords (RSLs) and other customer pathways.

Responsibility

All staff

Process

The service will be notified of new customers and any information to be updated by the contact centre and by housing/scheme managers.

1. Upon receipt of a customer details sheet– normally by email in the Careline Control Centre or Admin Mailbox the information received should be checked for legibility. Where data is illegible, it must be queried with the sender. With correct data updated on the database when the new information is received.
2. The information received should be checked to identify whether it pertains to an existing customer or is in respect of a new customer.
3. Where information is emailed to the Careline or Admin mailbox it must be checked and updated on Jontek by all staff on duty. Please see: the Local Operational Procedures – ‘Checking the Careline mailbox'
4. Where the information is in respect of an existing customer, the information should be:

• Checked.

• Details updated on Jontek.

1. Where the information is in respect of a new customer:

• The information should be checked for omissions.
• A new customer record created on Jontek under the scheme ID
• Requests to be made by email for any missing information.