One of the critical mistakes that we often see in the implementation of self-service portals and apps is housing providers focusing on fixing the symptoms rather than delving into the root causes of dissatisfaction. Yes, your customers probably tell you that they would like a simpler way to track outstanding repairs, and so developing a…
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Customer Management
Seamless, slick & fast self-service
Technology is reshaping how housing providers engage with their tenants and contractors. Self-service apps and portals have emerged as dynamic tools to streamline processes and enhance communications; they are no longer considered ‘nice to have’ but a necessity for well-functioning housing operations. Exceptional self-service apps & portals User-centric design is paramount when creating self-service solutions….
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Picking up the pieces – The changing role of housing providers
The world of social housing is changing. The cost-of-living crisis, shortage of affordable housing, worsening mental health and overstretched public services have all contributed to a shift in the role of housing providers’ customer service teams. With one in five people in the UK in poverty, according to the Government’s 2021/2022 ‘Households below average income’…
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Data quality and self-service portals
Customer portals are evolving to support the fact that social housing is on a trajectory of rapid change, driven by greater regulatory scrutiny and a desire to deliver better social value. The new breed of portals automates data-quality improvements, thus improving services, reducing inefficiencies, liberating staff and supporting compliance. Housing providers are expected to not…
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Are you there? Regulatory scrutiny & tenant data
As the Social Housing Regulation Act 2023 becomes law, the way housing providers understand, communicate with and listen to tenants is under the spotlight. Six years after the Grenfell tragedy and three years after the Social Housing Whitepaper, housing providers must demonstrate to the regulator that tenants’ voices are heard and acted on. What can…
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Derby’s AI-powered phone handlers with ICS.AI
Derby Homes and Derby City Council are using two AI-powered virtual assistants from ICS.AI, ‘Ali’ and ‘Darcie’, to handle almost half of all inbound calls. The new AI assistants, Ali covering Derby Homes and Darcie covering Derby City Homes, are answering over 1,000 questions per day, directly handling around 45 per cent of all inbound…
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