The Information Commissioner’s Office (ICO) has issued a reprimand to Clyde Valley Housing after personal information was accessible to other residents in an online customer portal. On the first day the portal launched in 2022, a resident discovered they could access documents related to ASB cases and view personal information about other residents, including names,…
ICO reprimands Clyde Valley Housing for portal securityRead More →
Customer Management
Yorkshire Housing’s pre-emptive data-led services
Whether it’s a boiler on the blink, a customer who’s struggling to pay their rent or someone wanting to end their tenancy, we often don’t know there’s a problem until it’s too late. These are some of the problems facing all housing providers and why harnessing the power of data has the potential to revolutionise…
Yorkshire Housing’s pre-emptive data-led servicesRead More →
Broadacres’ in-house Salesforce-based complaints tool
Broadacres Housing has built a new complaints management system based on Salesforce technology. The housing provider’s internal team has already developed Salesforce-based systems covering legal services, contact centre and financial advice. As well as making its complaints-handling activities more streamlined, Broadacres’ new system is expected to save considerable time around the collation of complaints’ information…
Broadacres’ in-house Salesforce-based complaints toolRead More →
Aster Group enhances CX with Ciptex
Ciptex is deploying a state-of-the-art, multi-channel digital contact centre solution for Aster Group as the software provider’s first UK housing customer. Aster is taking on Ciptex’s resident-centric engagement platform, integrating voice recognition, chatbots, WhatsApp, SMS, video and AI. Based on a unified service approach, there are fewer transfers to operational teams and a greater emphasis…
Aster Group enhances CX with CiptexRead More →
Bring on the orchestra…
With more and more housing providers adopting technologies and processes such as artificial intelligence (AI), robotic process automation (RPA) and business process management (BPM), just waiting in the wings is process orchestration (a.k.a. event orchestration). At present, most housing providers’ automations are limited to a task level (tactical), whereas orchestration is the automation of linked…
Bring on the orchestra…Read More →
Harnessing IT for better stakeholder engagement
In social housing, it is easy to become overly-focused on the technology we use to deliver services and forget the people who are behind everything. From the staff who work in your organisation to the tenants whose housing you provide, the fact is this business is about people. The best way to improve how you…
Harnessing IT for better stakeholder engagementRead More →
