Shoreline Housing Partnership has just opened a new customer call centre, the culmination of a year-long project to redesign and improve its service to tenants across North East Lincolnshire, supported by mpathy Customer Experience who were appointed to develop and implement Shoreline’s customer service strategy. The work undertaken by mpathy for Shoreline included the project…
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Customer Management
New call centre for Glasgow Housing Association
Glasgow Housing Association opened a new 60-seat customer service centre in October, initially handling general enquiries and telephone payments. GHA soon expects to launch a range of additional services including repairs and gas maintenance and also hopes to support interactions with third parties such as Glasgow City Council. The new centre will be powered by…
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CRM and case management from Lagan
Lagan has adapted its CRM and case management software to make it easier for housing associations to improve their service delivery to tenants while saving money. Lagan’s software, which is already in use at Hounslow Homes (see Housing Technology, May 2008), links information from front- and back-office systems to give call-centre staff a holistic view…
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Hackney Homes gets feedback from 900 staff
Hackney Homes used audience engagement technologies from LiveInteractive at its recent three-day staff conference, the main objectives of which were to prepare for an Audit Commission inspection in November 2008 and communicate the 2009 business plans to the 900 staff at the event. 300 staff attended the event each day and were split into 30…
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Calling Wakefield and District Housing
Wakefield and District Housing has just spent £450,000 on improving its call centre with a system from Calyx to increase the speed and efficiency with which tenants’ queries are handled. Lee Sugden, IT services director, Wakefield and District Housing, said, “Our existing call centre could do the job, but the costs had become prohibitive, and…
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Tenants help Broadacres with new web site
Broadacres Housing Association went live in July with a new web site for its tenants, based on the direct involvement of the tenants themselves in the development process. Steve Towers, managing director, Broadacres Housing Association, said, “We know that involving people in managing their homes and estates is vital to delivering better housing services, so…
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