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…
The rise of senior CX roles in social housingRead More →
Contributed Articles
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…
Digital transformation… More than just plumbingRead More →
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…
How to tackle fuel poverty with ITRead More →
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…
Data as a strategic assetRead More →
Ready for the digital switchover?
The trouble with long deadlines is they lure you into a false sense of security. When BT first announced in 2015 that analogue telephony would be phased out from 2020 and switched off completely by 2025, it probably seemed like an age away. Almost five years on, how prepared are we for what will be…
Ready for the digital switchover?Read More →
From technophobe to IT trainer – My journey to becoming a digital devotee
When I started working in PA Housing’s customer contact centre in Leicester three years ago, I was a complete technophobe – I didn’t even know how to use Excel. I’ve now helped on organisation-wide CRM projects and am helping to build a chatbot. I’m also the person who liaises between residents, staff members and the…
From technophobe to IT trainer – My journey to becoming a digital devoteeRead More →
