Sir – The potential impact of welfare reform is the most significant risk faced by housing providers in recent history. However, it is also seen by forward-thinking boards as an opportunity for positive change. The exact degree to which cash flows and revenues will be affected by universal credit is uncertain. With many housing providers…
Universal credit and channel shiftingRead More →
Customer Management
Don’t build websites – Build digital services
Harry Metcalfe, managing director of digital services provider DXW, writes on what it takes to build a true digital service that puts users at its heart. It’s 2014, and the world is ending. The internet’s ability to transform the way society works is clear, and examples of transformational services are all around us. It’s no…
Don’t build websites – Build digital servicesRead More →
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…
Severn Vale improves ‘first-time fixes’ with OrchardRead More →
Home Group tenants get Utilita smart meters
Around 4,000 Home Group tenants in London have been offered the chance to switch to Utilita Energy, with the installation of a free smart meter to help them monitor and reduce their electricity and gas consumption. Similar projects with other housing providers have enabled tenants to save up to £40 each on their annual bills….
Home Group tenants get Utilita smart metersRead More →
Cairn Housing chooses Netcall for customer engagement
Cairn Housing Association has signed a five-year agreement with Netcall to manage its end-to-end customer engagement process using Netcall’s Liberty platform which includes email, SMS messaging, web chat and social media integrated with CRM software. By partnering with Netcall, Cairn hopes to rethink how it communicates with tenants. The housing provider’s goal is to ensure…
Cairn Housing chooses Netcall for customer engagementRead More →
Business Systems & Red Box Recorders introduce PCI-compliant call recording at Hexagon Housing
As part of its plan to improve how it handles over 1,500 inbound calls per week, Hexagon Housing engaged Business Systems to install Red Box Recorders’ Quantify system for call recording. The system includes PCI-compliant functionality to deal with card payments made over the phone. The call-recording system was installed and operational within eight weeks…
Business Systems & Red Box Recorders introduce PCI-compliant call recording at Hexagon HousingRead More →
