Voluntas Housing’s Rated By Residents service is being used by Liverpool Mutual Homes to conduct over 400 tenant satisfaction surveys each month in near-real time. Following LMH’s implementation of Rated By Residents in September 2009, tenant satisfaction with its responsive repairs service has increased by 12 per cent and enabled LMH to accurately monitor which…
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Customer Management
Leeds ALMO texts overdue tenants
West North West Homes Leeds (WNWHL) is using text messaging in its fight against rent arrears from tenants in the 21,000 properties it manages as an ALMO on behalf of Leeds City Council. WNWHL’s two-week ‘Can’t pay? Won’t pay?’ campaign was targeted at around 800 tenants with outstanding rent arrears, with text messages used for…
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Wise up with residents’ TV
Arena Media Services has launched Wise-Up TV, a new interactive internet TV channel combining both national and local news for social housing tenants combined with survey and information gathering capabilities. Programmes can be tailored to viewer profiles, and at any stage the viewer can choose to ‘have a say’, which pauses the programme and feeds…
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Real-time messaging for Daventry & District
Daventry and District Housing, part of the Futures Housing Group, is delivering real-time data about key indicators, such as tenancy levels, levels of service, calls answered and calls waiting, and complaints logged using digital signage from Navaho in its customer service, reception and staff break-out areas. Lindsey Williams, group chief executive, Futures Housing Group, said,…
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LHA-ASRA ‘UK top 50’ award for customer service
LHA-ASRA’s call centre was recently recognised as one of the top 50 in the UK for customer service after it came 35th in the UK’s biggest ever call-centre benchmarking exercise, conducted by independent market researchers GfK NOP. LHA-ASRA received the award at a reception in London at the end of 2009, hosted by TV presenter…
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98% first-time fix for South Liverpool with Orchard
Beginning in January 2009, South Liverpool Housing is in the middle of a multi-phase implementation of a new CRM system from Orchard Housing. Having achieved a 2-star rating from the Audit Commission, SLH wanted to improve customer service using a CRM system and solve the difficulties it faced in the identification and retrieval of customer…
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