In the digital age, contact centres have evolved beyond traditional call-handling. They now serve as crucial hubs of customer interaction, leveraging cutting-edge technologies to deliver seamless, efficient and personalised customer service. At the same time, housing providers and local authorities face unique challenges. They’re tasked with meeting Tenant Satisfaction Measures (TSMs) while dealing with rising…
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Contributed Articles
Sovereign’s IT-powered approach to damp & mould
The tragic death of Awaab Ishak has rightly shocked everyone involved in housing into change to make sure we never see a case like it again. Prevention vs. cure While much of the focus, in particular from the government, has been on how housing providers react to damp and mould, Sovereign Network Group is focused…
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Beating damp and mould with data
Damp and mould is an ongoing problem for housing providers and their customers; what are the biggest challenges and how can data help them? During early 2023, Housemark ran a series of pilot projects with our members, following the addition of a specific damp and mould feature to our Photobook inspection tool. The number of…
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Leveraging structured & unstructured data
In recent years, conversations around data management have intensified, particularly the distinction between structured and unstructured data, itself a crucial element in housing providers’ strategic planning. Understanding these data types and their implications can significantly affect decision-making, operational efficiency and innovation in our sector. Millions of information sources While housing providers are actively addressing their…
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Transforming property & facilities management
In the face of the current UK housing crisis, where a staggering 90,000 new homes are needed each year to meet the increase in demand, the role of repairs and asset maintenance on properties is becoming increasingly critical. Prioritising asset management Housing providers grapple with the imperative of prompt repairs and maintenance to meet the…
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Can AI be a force for good?
The term ‘AI’ is, of course, short for artificial intelligence and refers to machines with the ability to perform tasks that have historically required human intelligence, such as understanding natural language, problem-solving and learning. And while AI has the potential to revolutionise many areas of social housing, there are also risks that need to be…
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