In recent projects, I have increasingly found that it’s all about revolutionising the self-service experience for residents. The majority of tenants, even elderly ones, are prepared to self-serve (or their offspring will quite often tackle it for them), and done well, it can be more convenient, faster and available 24/7 for all the bread-and-butter interactions….
The deer park of integration – Controlling your rutting stagsRead More →
Contributed Articles
Mitigating business disruption events
The social housing sector is at significant and growing risk of disruptive incidents that can affect housing providers and their tenants. The fallout from the Grenfell Tower fire has rightly heightened all housing providers’ sensitivity to their duty of care towards tenants when a potentially life-threatening disaster strikes; even a lift breakdown in a tower…
Mitigating business disruption eventsRead More →
Adapting to changing customer expectations
With the arrival of the fourth industrial age, we have all experienced changes to our everyday lives that were at one time beyond the scope of our dreams. As consumers of products and services, our expectations around ease of transacting have been transformed and we want efficient, effective interactions, personalised to our needs. Housing providers…
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Outsourcing and shared services
In recent years, shared services and outsourced services have tended to morph into a single area as housing providers seek to optimise budgets. The original objective was to collaborate within the sector, to effectively share the provision of a service by one part of an organisation or group, but this only took into account the…
Outsourcing and shared servicesRead More →
Housing procurement and Brexit
At the time of writing (early March 2019), Britain will exit the EU at 23:00 on Friday 29 March. You might also be aware that the Public Procurement Regulations 2015, which are the UK’s transposition of European procurement rules into domestic law, apply to the social housing sector. A no-deal Brexit is currently still a…
Housing procurement and BrexitRead More →
Smartline’s e-health pilot project
Poor housing has been shown to have a major impact on people’s health and quality of life. The Cornish research and innovation project Smartline is collecting data from environmental sensors fitted in the homes of social housing tenants in order to explore how technology can be used to improve the health and wellbeing of local…
Smartline’s e-health pilot projectRead More →
