Sandwell Homes expects to improve its management of anti-social behaviour incidents using software from Tagish. The ALMO, which manages around 115,000 properties on behalf of Sandwell Metropolitan Borough Council in the West Midlands, had no automated system to track and retain ASB data. A variety of Sandwell Homes staff needed access to the ASB data,…
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Customer Management
Thanks, but no thanks – I’ll serve myself
Self service in contact centres is continuing to grow, driven by the convenience for customers and cost savings for the contact centre, with figures from Dimension Data showing that self-service transactions typically cost £2 compared with £17 for each human agent transaction. According to Dimension Data’s 2008 Global Contact Centre Benchmarking Report, 31 per cent…
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Texting at London & Quadrant
London & Quadrant is moving towards SMS-based tenant communications with the adoption of Deeplake’s CMGR software. L&Q, which manages 53,000 properties, relies heavily on technology to deliver its business objectives and is already well-known for having developed its own in-house suite of housing applications, known as Arena, alongside a dedicated service centre which handles more…
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Bernicia Group gets new VoIP call centre
Croft Technology has completed Bernicia Group’s new multi-site call centre as part of the merger of two of the north of England’s major housing associations. The Bernicia Group was created to provide support services to Cheviot Homes and Wansbeck Homes, previously the housing department of Wansbeck District Council. The partnership provides 8000 rented properties across…
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Better behaviour for Golden Gates
Golden Gates Housing has signed a three-year contract with Civica for its Public Protection software to combat anti-social behaviour. Using the Public Protection system, Golden Gates’ tenant support teams will be able to record and respond quickly to anti-social behaviour incidents affecting the ALMO’s 8900 tenants around Warrington. The software also enables incident records to…
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Customer is king at Hounslow Homes
The introduction at Hounslow Homes of a case management and CRM solution from Lagan has seen a reduction in front-office staff, faster logging of repairs and an improvement to three-star rating. Hounslow Homes, an ALMO managing 16,500 homes for the London Borough of Hounslow since 2002, identified customer service as a critical area to be…
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