96 per cent of people across the UK have access to the internet, and 51 million people in the UK use social media. Because digital channels are so widespread, almost every company uses them to engage with current or prospective customers, whether through Facebook, virtual assistants or WhatsApp. However, having several engagement channels can lead…
Creating a meaningful omni-channel experienceRead More →
Customer Management
Livv Housing’s tenant on-boarding with e-signatures
It was obvious when the pandemic struck that the way we did business was going to change forever. As an independent housing provider with 450 employees and over 13,000 properties, it was clear that digital solutions would be needed to help us adjust and do so quickly. We identified that one of the biggest challenges…
Livv Housing’s tenant on-boarding with e-signaturesRead More →
Warwickshire councils’ three-year deal with Civica
Six councils in Warwickshire are implementing Civica’s Cx Housing Assistance cloud-based software to cover their combined Home Environment & Assessment Response Team (Heart). Heart is a partnership service between Nuneaton and Bedworth, North Warwickshire, Rugby, Warwick, Stratford-on-Avon and Warwickshire councils. It provides advice and assistance to deliver disabled adaptations and home improvements, including home aids,…
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Get ready for hybrid working…
Post-pandemic, the way housing teams work and engage with tenants is set to look different. Greg Burnham, Datagraphic’s Aceni Hybrid Mail product manager, discusses some of the opportunities and challenges for IT leaders with mobile technologies and remote working. Catalyst for digital transformation When we were told in March 2020 to “work from home if…
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Case study: Wiltshire Council’s Aareon 360 Customer Portal
One of the greatest challenges facing housing providers and local authorities at the moment is their need to deliver the same services to residents while being unable to offer the same level of personal interaction. Restrictions on face-to-face contact have meant that housing officers can only visit those in the greatest need, while call-centres are…
Case study: Wiltshire Council’s Aareon 360 Customer PortalRead More →
Knowing the unknown – Using familiarity to improve customer service
Author: Sam Winterbottom is the public sector director at Gamma. This article was written in collaboration between Sam Winterbottom and Andrew Tucker, the success manager at Cirrus. When it comes to customer engagement, housing providers benefit from a relatively informed position compared with others within and beyond the public sector. At a time when every…
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