New Charter Group won the Contact Centre of the Year and Best Use of Technology awards at the recent annual North-West Contact Centre Awards, based on the housing provider’s implementation of BancTec’s CaseVision CRM system. Designed for managing high volume, complex business processes, CaseVision enables New Charter to resolve tenant enquiries more effectively and achieve…
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Customer Management
Five into one at Together Housing with Mplsystems
Together Housing Group, which handles over 38,000 calls a month, has successfully migrated the telephony platforms of its five constituent housing organisations onto a single system from Mplsystems. After the group’s formation in 2011 to join five separate housing associations, it found that the various customer service centres were all using different telephony platforms, with…
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‘Speed-dating’ with Looking Local
A new ‘speed-dating’ platform, that connects tenants who want to let out a room in their property with individuals looking for a room to rent, has been unveiled by Kirklees Council-owned technology developer, Looking Local. The system is designed to remove costly and time-consuming customer contact from local authorities and housing providers, while helping public-sector…
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Country-wide wi-fi from Wales & West with Cisco Meraki
Wales & West Housing is rolling out a Cisco Meraki-based free wi-fi network spanning 120 locations across Wales. Richard Troote, head of ICT, Wales & West Housing, said, “The government’s digital inclusion strategy, which aims to get 90 per cent of the UK population online digitally capable by 2020, is very relevant to us. Almost…
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Tinder Foundation wins government digital inclusion contract
A contract with the Department for Business, Innovation and Skills for a digital inclusion programme has been won by the Tinder Foundation. The Future Digital Inclusion programme is part of the government’s plan to support people in the hardest to reach communities in England, enabling them to develop online skills and access government services and…
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Baker Tilly warning on welfare reform
According to consultants Baker Tilly, while the impact of welfare reform on the social housing sector has so far been less significant than expected, housing providers should still be wary of downgrading the risks. The company’s benchmarking survey of 70 housing providers to assess the impact of welfare reforms found that the average rent arrears…
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