Tenants expect more than ever before from their housing providers – speedier service, easier rent management, always-on assistance and improved communication channels. This is against a backdrop of tightening budgets and a multitude of channels to manage. So how can technology help housing providers streamline ways of working and enhance this experience? And what should…
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Contributed Articles
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Suppliers of housing management systems have often been criticised for not delivering functionality in line with trends seen in other sectors or applications, and for not actively listening to or engaging with customers enough when working on new developments. Aareon has taken this feedback on board and fundamentally changed our development methodology for QL Next…
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How to be the AirBnB of social housing
It was good to see in the previous edition of Housing Technology (January 2020) profiles of 40 of the next-generation technology companies focusing on the social housing sector. Several of the sector’s most influential people have also been writing about digital in the trade press this month. Like most people, James Tickell, a partner at…
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What’s the point of customer feedback?
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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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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