Peddars Way, part of the Flagship Housing Group, was one of the first housing associations to replace paper communications with SMS text messaging for managing rent arrears and repairs appointments. David Seaton, managing director, Peddars Way, said, “Back in 2005, SMS was considered a leading-edge technology and we were one of the first users of…
Flagship upgrades Deeplake SMS systemsRead More →
Customer Management
Berneslai phones home
Berneslai Homes, the ALMO managing Barnsley Council’s 20,000 properties, has integrated C3’s call handling system with its Northgate housing management system as part of its ‘Homeseeker’ choice-based letting programme. The latest guidelines from the Government stipulate that all local authorities must have appropriate CBL systems in place by the end of 2010. The council advertises…
Berneslai phones homeRead More →
Selwood Housing gets help from Vivantio
Selwood Housing’s IT team, based in Trowbridge, Wiltshire, supports 120 employees, typically dealing with 100 calls each week. The housing association was previously using Microsoft Access to log enquiries, but 25 per cent of calls were lost or had to be followed up by the end-users, resulting in frustrated staff and disorganised workloads for the…
Selwood Housing gets help from VivantioRead More →
Shoreline boosts customer service with mpathy
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…
Shoreline boosts customer service with mpathyRead More →
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…
New call centre for Glasgow Housing AssociationRead More →
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…
CRM and case management from LaganRead More →
