As a supplier of digital self-service solutions, Active Housing has partnered with housing providers of all sizes across the UK. Post-pandemic, we’ve seen a flurry of housing providers embark on a range of self-service projects, such as customer portals, tenancy applications and repairs reporting. However, amid these exciting projects, we see the same mistakes hindering…
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Customer Management
Learning from history
In November 2022, the coroner concluded that the death in 2020 of two-year-old Awaab Ishak was caused by prolonged exposure to mould in the family’s home. The problem had been reported to the family’s housing provider on many occasions but no action had been taken. No doubt, this has given all of us cause for…
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Less innovation & more service design at RHP
Innovation is a word we hear a lot across our sector. Whether at a conference, in discussions over Twitter or in our own boardrooms, the ‘I’ word still reigns supreme. I believe that if we’re to work together to solve the housing crisis, doing things differently is key. Like most of the housing sector, RHP…
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24/7 care requires 24/7 technology
Welsh charity Llamau uses Housing Insight’s technology to help it reduce homelessness among young people and vulnerable women. A person may come to us during the night in an emergency and say, “I need help.” They may have found the courage to walk away from a situation of domestic abuse and they urgently need to…
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Tips for improving care and support
Caredig, a Swansea-based housing provider whose name means ‘kind’, offers some tips for using technology in a way that keeps people and relationships at the heart of their work. Help staff transition away from pen and paper When we first started working with Housing Insight (our software consultants) three years ago, we were looking for…
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Improving tenants’ experience with Microsoft Customer Voice
In England, over 20 new tenant satisfaction measures (TSMs) will be used by the Regulator of Social Housing (RSH) from April 2023 to gather data on how satisfied tenants are with the performance of their housing providers. The TSMs will address five primary topics, including maintenance, building safety, effective complaint handling, tenant interactions and neighbourhood…
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