New research from Housemark shows the mid-year results of tenant satisfaction measures (TSMs) in England for 2023 encompassing the aggregated TSMs from around 200 housing providers. Tenants’ overall satisfaction has continued to fall, from 85 per cent (2018/19) to 76 per cent (2022/23) and further down to 72 per cent after six months of the…
Latest TSM results from HousemarkRead More →
Customer Management
Manningham Housing’s WhatsApp bot
Manningham Housing Association has launched a WhatsApp bot to boost around-the-clock assistance for its tenants. The application is designed to answer common questions relating to MHA’s services including rent payments, repair requests and other tenant support via a real-time automated conversational experience. Carolina Padovezi de Oliveira, corporate project manager, Manningham Housing, said, “The launch of…
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Actions speak louder than words – Soha Housing & Housing Insight
Housing Insight wanted to make sure its standards of service matched up to the words in its marketing materials – so it asked a customer, Soha Housing, to evaluate its experience with Housing Insight’s PanConnect self-service app. Housing Insight marketing says: Our goal is to work closely with our customers… Soha Housing’s response: We were…
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Taking complaints seriously
New volumes of complaints to the Housing Ombudsman show how vital it is to meet residents’ expectations quickly. The Housing Ombudsman recently published its latest statistics on complaints in 2022/23. These outlined a huge spike in maladministration findings compared with previous years; for the first time, over 5,000 complaints were escalated for formal investigation, representing…
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Onward Homes self-serves with OptusApp
Onward Homes is launching OptusApp’s self-service mobile app for its tenants. The native mobile app, with biometric login, will let tenants report repairs, view rent histories, pay rent and exchange two-way messages, with additional features scheduled to be rolled out by Onward later this year. Andrew Kidds, director of customer experience and digital, Onward Homes,…
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Connectivity – Finding the right solutions for your ecosystem
As a housing provider, you rely on your technology to work efficiently and deliver the best outcomes for your residents. But with so many options available, how do you find what will suit your organisation best? It starts with understanding how you currently operate, what’s working now, what your goals are by focusing on the…
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