For many years, the measurement of customer satisfaction (CSAT) has played an important and high-profile role in the housing sector. Most RSLs publish annual CSAT targets, for both repairs and ‘overall satisfaction’, and they publish their attainment against those targets. There’s a regulatory imperative behind this and, of course, CSAT provides a useful barometer of…
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Contributed Articles
Digital transformation needs digital inclusion
This article aims to offer some practical insights into how housing providers can benefit from embedding digital inclusion as a core part of their overall digital transformation efforts. Building the case for digital inclusion In 2018, research conducted by the Office for National Statistics (ONS) suggested that eight per cent of people in the UK…
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The rise of senior CX roles in social housing
No two people are the same, so it stands to reason that no two tenants are the same either. Within social housing, you have tenants with a wide range of opinions, income levels, religions, political views, education levels and awareness of technology (more on this later). Due to these differences, it means a one-size-fits-all approach…
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Digital transformation… More than just plumbing
When it comes to digital transformation, the term ‘fixing the plumbing’ gets used a lot to reinforce the need for housing providers to improve their systems. What it doesn’t capture, however, is the need to go further to effect change today in the housing sector. Fixing the plumbing is a lengthy and complex task. While…
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How to tackle fuel poverty with IT
With Spring in sight, over 600,000 households will be breathing a sigh of relief as they survive yet another winter in fuel poverty. Fuel poverty is officially defined as a household which spends more than 10 per cent of its net income, after all housing costs are taken out, on heating the home and other…
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Data as a strategic asset
The importance of data is easy to miss when we’re under pressure and trying to get things done. Most people are guilty of putting something into a system just to get their specific task completed; we all know it’s not the way to do things but it’s really hard to communicate just how damaging this…
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