In the digital age, contact centres have evolved beyond traditional call-handling. They now serve as crucial hubs of customer interaction, leveraging cutting-edge technologies to deliver seamless, efficient and personalised customer service. At the same time, housing providers and local authorities face unique challenges. They’re tasked with meeting Tenant Satisfaction Measures (TSMs) while dealing with rising…
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Customer Management
Sovereign’s IT-powered approach to damp & mould
The tragic death of Awaab Ishak has rightly shocked everyone involved in housing into change to make sure we never see a case like it again. Prevention vs. cure While much of the focus, in particular from the government, has been on how housing providers react to damp and mould, Sovereign Network Group is focused…
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The importance of ethical AI
Artificial Intelligence (AI) is here and quite clearly it’s here to stay. While some understandably see it as a risk or threat, others are embracing the opportunities that it brings. The latest figures appear to support this sentiment. According to the most recent Business and Insights Conditions Survey, approximately one-in-six businesses are currently implementing at…
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Selwood Housing’s Aico pilot for improved living
Selwood Housing has embarked on a pilot project with Aico to install the company’s HomeLink environmental sensors and gateways in 100 of its properties. Monitoring environmental conditions for improved living The primary goal of Selwood Housing’s pilot project was to enhance its customers’ well-being by leveraging advanced IoT technology to monitor and manage environmental conditions…
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Editor’s Notes
Variety, imagination, rigour & determination We’ve just completed the first round of judging the inaugural Housing Technology Awards 2024 before the entries are reviewed by our external panel of judges. Without going into the details of individual entries, the awards’ entries are a true showcase of both the breadth and depth of technology-based innovation and…
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Latest TSM results from Housemark
New research from Housemark shows the mid-year results of tenant satisfaction measures (TSMs) in England for 2023 encompassing the aggregated TSMs from around 200 housing providers. Tenants’ overall satisfaction has continued to fall, from 85 per cent (2018/19) to 76 per cent (2022/23) and further down to 72 per cent after six months of the…
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