Housing Technology interviewed experts on omni-channel communications from Arena Partnership, Mplsystems and Omfax about how housing providers can use integrated communications to improve their operational performance and reduce their costs at the same time as providing better and personalised services to tenants. Multi-channel or omni-channel? It is first worth distinguishing between multi-channel and omni-channel communications…
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Customer Management
Clearview data mapping & reporting at Victory Housing
Earlier this year, Clearview completed a comprehensive data mapping and reporting project at Victory Housing Trust, including the implementation of its business intelligence and reporting suite of software. The aim of the project was improve the speed, transparency and accuracy of Victory’s corporate and operational reporting to support service improvements and achieve ‘top 10 per…
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Civica web services & digital inclusion at Longhurst
Longhurst Group’s senior project manager for business improvement, Gavin Black, reports on their experiences as one of the first users of Civica’s web services to create a bespoke tenant portal. The sector is awash with tales of welfare reform and tenant support, and barely a meeting goes by where value for money isn’t identified as…
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Severn Vale improves ‘first-time fixes’ with Orchard
Orchard has completed an audit of how Severn Vale Housing is using its Orchard housing management system, particularly around improving avoidable customer contacts and encouraging tenants to use self-service channels. The audit also laid the foundations for mobile working and improved CRM, workflow and EDM to increase the number of ‘first-time fix’ resolutions. Severn Vale…
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Trident develops app with Panda Media
Trident has launched a mobile app that enables tenants to pay their rent, and report repairs and anti-social behaviour (with the added facility to upload photos), all from the convenience of their iPhone or Android smartphone. In addition, Trident staff can also use the same app to report local issues when they are out and…
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Housing ‘Tinder’ from Viridian
Viridian Housing has reached the final round of innovation charity Nesta’s ‘Housing Open Data Challenge’ with its ‘Housing Tinder’ app. Inspired by the US dating app Tinder, which connects mobile users with the Facebook profiles of likely romantic partners within a given radius, Viridian’s app is intended to make it easier for tenants to arrange…
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