When it comes to vulnerable customers, we believe that

Are you ok?

is the only way to start the conversation.

How TellJO works

1

A missed payment triggers a message from TellJO asking the resident:

Are you ok

When they respond, we chat. In an average chat time of 7 minutes, TellJO asks around 90 questions.

Questions
2
3

We use 63 indicators of vulnerability and automatically refer those identified into your wellbeing teams.

indicator

We use hard signposting when the resident gives consent:

4
Are you ok
76

Payment Arrangement Request – Over three quarters of residents who talk to TellJO ask to pay their arrears.

Are you ok
65

Water Utility – Resident requests to go onto Social Tariffs, Priority Service Register and be recorded as vulnerable for the purpose of collections.

Are you ok
43

Debt Advice – Resident called within 60 seconds

We use “Soft Signposts” to help residents with specific issues using specialist 3rd Sector organisations.

In our experience:

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Are you ok
45

May be experiencing suicidal thoughts.

Are you ok
25

May be experiencing addiction.

Are you ok
10

Will talk about domestic abuse.

Logo Samaritans
Logo Mind
Logo NHS
Logo Refuge
Logo Relate
Logo CBC
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You can access our live reporting suite on a regional and individual basis.

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Councils love TellJO.
And so do residents.

Amazing to know there is help out there
The assessment made me see I was burying my head in the sand
It was just the kick up the bum I needed
It was the first time I had seen everything written down and it made me see I needed help
If it was not for the assessment, I wouldn’t have a payment plan in place to repay my council tax arrears

Awards and recognition

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Proud to be listed by the Credit & Collections Technology Awards for our work in Vulnerable Customer Identification

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Proud to be recognized by the Credit & Collections Technology Awards for Digital Transformation

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Proud to be commended at the IRRV Performance Awards for our focus on Social Inclusion

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Proud recipients of a Sustainability Grant from Innovate UK