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…
Hackney Homes gets feedback from 900 staffRead More →
Customer Management
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…
Calling Wakefield and District HousingRead More →
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…
Tenants help Broadacres with new web siteRead More →
On best behaviour at Sandwell Homes
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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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…
Thanks, but no thanks – I’ll serve myselfRead More →
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…
Texting at London & QuadrantRead More →
