Maximising the enormous potential value of customer communications requires housing associations to make a step-change from customer ‘service’ into customer ‘care’. The greatest proven benefit of accomplishing this is a tangible boost to your KLOE star rating, as easier and more frequent customer interaction with all your underlying services becomes better enabled. Indeed, there are…
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Customer Management
Shepherds Bush revamps web service with WiseTiger
Shepherds Bush Housing Group has revamped its internet and intranet sites and introduced proactive outbound email marketing using web development, design and content management tools from WiseTiger. SBHG comprises Domus, Shepherds Bush Housing Association, SBH Developments, Staying Put Services and Westside Support Services, and has around 5000 properties across London. In the past, SBHG staff…
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Coastline bridges ‘digital divide’
Continuing the theme of digital exclusion from the previous issue, we are delighted to report on Coastline Housing’s long-term strategy to improve digital inclusion among its tenants in West Cornwall. With project objectives stretching ahead to 2014, Coastline has taken a long-term view of how it will bring its tenants online rather than consider short-term…
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Facebook ‘flawed but affordable’ for tenant engagement
Facebook emerged as a surprise best practice solution to tenant engagement during an Ideas Exchange seminar at the CIH 2010 exhibition in Harrogate. The social networking site was considered a flawed but affordable way of engaging with tenants during a time of restrained budgets. Matthew Brown, client involvement officer at Carr-Gomm, led an examination of…
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Oaklee Housing gets Rated by Residents
Belfast-based Oaklee Housing Group started using Voluntas Housing’s Rated by Residents service in May 2009 to collect customer feedback and monitor tenant satisfaction for its responsive repairs service. Rated by Residents provides Oaklee with an independent service to monitor customer feedback as well as the ability to untangle different aspects of its service and contractors…
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Transforming Wakefield’s digital landscape
Paul Wood, ICT service director at Wakefield and District Housing, explains how, at a time when 70 per cent of people who live in social housing never enjoy the benefits of the internet, the housing provider has numerous plans to increase digital inclusion. Wakefield and District Housing became the largest single housing stock transfer organisation…
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