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’…
Picking up the pieces – The changing role of housing providersRead More →
Customer Management
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…
Data quality and self-service portalsRead More →
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…
Are you there? Regulatory scrutiny & tenant dataRead More →
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…
Derby’s AI-powered phone handlers with ICS.AIRead More →
Self-service apps and portals – What’s right for you?
Housing Technology interviewed customer experience, housing management and digital specialists from 8×8, Civica, Insite Energy, Made Tech, NEC Software Solutions, Plentific, Rapid IS and Tunstall Healthcare on how housing providers can develop self-service strategies in order to delight and empower tenants, improve contractors’ productivity and streamline their own operational processes for greater efficiency. What makes…
Self-service apps and portals – What’s right for you?Read More →
Tenant satisfaction measures – Get more compliments & fewer complaints
A housing provider in Glasgow recently spent an entire morning fielding phone calls from residents who wanted to let them know about a burst water main in the neighbourhood. The first call was extremely helpful in bringing the problem to their attention, but all subsequent calls simply repeated what the housing team already knew. Nevertheless,…
Tenant satisfaction measures – Get more compliments & fewer complaintsRead More →
