As a father of three children, I often find myself suggesting (or shouting), “walk before you can run”, usually to prevent accidents! This saying is also relatable to software development and IT projects; I believe some housing providers make the mistake of trying to run before they can walk when it comes to customer portals…
Walk before you can run: An agile approach to self-service portalsRead More →
Customer Management
Link helps tenants get connected
Link Group has helped almost 800 low income and digitally-excluded households across Scotland get online by distributing iPads, Chromebooks and mi-fi (personal hotspot) units across 14 local authority areas since 2020, alongside training from ‘digital champions’. Ken Fox, director of digital services, Link Group, said, “It has been incredible to work with our partners and…
Link helps tenants get connectedRead More →
Focus on people, not processes
Trevor Hampton, director of housing solutions at NEC Software Solutions UK, explains why putting the emphasis back on people rather than processes will drive tenant engagement and build trust. The human connection “The biggest single problem in communication is the illusion that it has taken place” – George Bernard Shaw’s quote is more applicable than…
Focus on people, not processesRead More →
AI and text analytics
Most successful customer experience (CX) programmes use some form of text analytics to surface insights from huge volumes of unstructured data, such as verbatim comments from customers. The comments come from a variety of sources, such as structured periodic survey feedback, event-driven reviews, customer service calls, emails, chats, social media engagements and online reviews. Using…
AI and text analyticsRead More →
Vale of Aylesbury Housing’s first-time access with Localz
Vale of Aylesbury Housing Trust is now using Localz’ core customer engagement platform to provide real-time updates to tenants on their repair appointments and the ability to track operatives on a map. Customers receive an SMS notification containing a 15-minute arrival window and a link to a web-based appointments portal. The portal includes an ETA…
Vale of Aylesbury Housing’s first-time access with LocalzRead More →
The ethics of smart-home IoT devices
Ethics are absolutely essential when it comes to successful technology adoption and data management in housing. In a sector literally as close to home as one can get, decisions made about the use of technology, how data is managed and which principles and purposes should guide those processes will all have an immense impact on…
The ethics of smart-home IoT devicesRead More →
