Delivering inclusive services is a core principle for any housing provider. As communities become more diverse and the demand for equitable housing solutions rises, the challenge of meeting residents’ needs intensifies.
Housing providers have a complex landscape of changing expectations and regulatory requirements to navigate in order to create an environment where everyone feels valued and supported. Technology is becoming an increasingly powerful ally to help housing teams bridge the gaps.
From improving accessibility and communication to optimising resource allocation and adopting community engagement, the systems and tools available to the housing sector can transform residents’ experience and ensure no one is left behind.
Knowing your residents
The importance of full and accurate data on social housing residents and properties can’t be underestimated. It’s the bedrock of an inclusive housing service. It also enables housing providers to demonstrate their compliance with updated regulations, particularly in relation to vulnerable groups.
Housing providers need to know if a resident is elderly, speaks English as a second language or how many single-parent households they are supporting so that the right decisions can be made at the right time to meet their needs.
Online portals allow residents to self-serve to keep their details up-to-date if family or employment circumstances change. This helps providers understand what support people might need over time.
But not everyone is confident using technology or has access to the internet, so alternative ways to share information are essential to get a clear understanding of the entire resident population.
Capture a representative view
An automated phone line could make it easier for residents to communicate with their housing provider or get the help they need.
A resident who doesn’t speak English could use a phone keypad to feedback on a repair in their preferred language, for example, or be redirected to a staff member who speaks it. Phone lines can also be a useful tool for surveying residents who are visually impaired or don’t have access to online channels, enabling them to respond to questions using the handset.
Some households may prefer a regular visit from their housing officer to discuss issues with their accommodation and share health or financial information. Providing different options to ensure staff have the most accurate information means they can make informed decisions about the services residents need and whether properties are being properly maintained.
The ability to track who has provided feedback and who hasn’t helps ensure a representative view of the resident cohort is captured and considered when it comes to decision-making.
Put information in the hands of staff
Housing staff want to be able to spend their time supporting vulnerable residents, not searching through physical files or accessing multiple systems to find the latest information they need to do their jobs.
When a staff member answers the phone, they need to immediately see if the resident calling to report a broken toilet, for example, is in a property with only one bathroom so the repair can be prioritised. If housing staff can see that someone phoning in worried about a neighbour has already been in contact by email, they can act quickly to ensure the safety of a potentially vulnerable resident.
Housing management systems should be able to link up key information and make it easily accessible, like the role-specific 360-degree dashboard view provided by NEC Housing, so staff can respond better to incoming enquiries. Operatives in the field can automatically see if someone they’re visiting is hard of hearing or disabled, allowing them to give extra time for the resident to answer the door, for example. This reduces the need for return visits when a housing officer mistakenly thinks nobody is home after a few minutes of no response.
Inclusive and fair allocations
The growth of AI and machine learning in the housing sector can significantly save time for staff by eliminating much of the data-crunching and complexities involved in managing the allocation of suitable properties. This technology has the potential to automatically calculate optimal housing arrangements, whether it’s a family of four needing proximity to schools, a resident with a disability requiring a bungalow, or an elderly couple with a live-in carer. Staff also get the necessary information to make the best possible housing decisions for the people they serve.
Demographic data such as age, gender, ethnicity and income can be analysed quickly, allowing housing providers to identify patterns and disparities in housing allocations. They can then take action where necessary to ensure that decision-making is inclusive and fair.
Predicting maintenance and repairs
There is a fine balance when it comes to safety in the home. It only takes a broken light-fitting, failing boiler or slow water leak to pose a risk. Innovations such as smart light-fittings, appliances and water sensors are becoming more widespread, making homes safer for everyone. These technologies also enable housing providers to anticipate maintenance and repair needs better, reducing the need for more complicated or expensive interventions later on.
Geographical mapping technology will optimise the workloads of maintenance teams by automatically calculating the number of repairs needed in an area, the distances between properties, level of priority and the time required on-site to complete the work. The resulting data could also allow housing providers to identify trends and patterns in maintenance and address underlying problems that may disproportionately affect certain groups of residents.
Supporting the human
Technology in social housing isn’t about taking humans out of the equation. It’s about ensuring the sector has systems that can free up housing staff to make the best use of their expertise and work as effectively as possible to meet the wide range of residents’ needs.
By identifying and integrating the latest technology, housing providers can create a more responsive, efficient and compassionate service that ensures every resident receives the accommodation and care they deserve.
For more information on how technology can help you deliver an inclusive housing service, visit necsws.com/housing.
Richard Cookson is the lead product manager for housing and resident management at NEC Software Solutions.
