In the last edition of Housing Technology, I discussed how mobile apps, portals, virtual agents (AI-enabled chatbots) and other digital channels can help housing providers manage issues such as repairs and anti-social behaviour. The next stage of this process is managing formal complaints, including escalation to the housing ombudsman’s complaints process. Listening to tenants In…
What’s the problem? – Managing formal complaints with Dynamics 365Read More →
Customer Management
Designing for inclusion – Transformation, change, digital & people
Tenants want and usually expect to be able to self-serve at a time of their choosing; the time of weekday-only, office-hours services is over, and this has been accelerated through necessity by the pandemic. Housing providers of all sizes have huge programmes to transform delivery; to use existing technologies to modernise the way they work,…
Designing for inclusion – Transformation, change, digital & peopleRead More →
M-Files buys Hubshare for next-gen tenant experience
M-Files has bought Hubshare in order to provide an information exchange platform and portal to strengthen housing providers’ digital relationships with their tenants. Hubshare offers a secure digital workplace portal that enhances end-user and tenant engagement through collaborative working, secure file sharing and project management tools. Unlike most file sync-based document portals where information is…
M-Files buys Hubshare for next-gen tenant experienceRead More →
Behind the scenes at the Resident Voice Index
Sometimes the tools we have to hand don’t quite get the job done and when that happens, you might need to build new tools yourself. The team behind our Resident Voice Index initiative here at MRI Software came up against just this problem; our solution was to build our own custom data-analysis tools. The Resident…
Behind the scenes at the Resident Voice IndexRead More →
Untangling risk management
Risk management should be part of all housing providers’ ongoing business operations; after all, taking risks and mitigating those risks is part and parcel of everyone’s daily lives. However, in the context of risk management, it’s worth being a little more specific about what we mean, first to avoid confusion, and second as a way…
Untangling risk managementRead More →
Bringing complaints into the 21st century
“We heard from some residents that making a complaint can be difficult and take too long, and that it can sometimes take months for the complaint to be resolved or for the resident to be able to access the Housing Ombudsman.” The charter for social housing residents’ whitepaper, released in 2020, highlighted the need to…
Bringing complaints into the 21st centuryRead More →
