Let’s start with a search for affordable housing in the UK… the first thing you’ll find is uncertainty. We need more homes, and we needed them yesterday. But just building homes isn’t enough to solve the nation’s affordable housing crisis. Millions of people already live in social housing, with a waiting list that’s twice as…
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Contributed Articles
One size can never fit all
Planned maintenance and asset management systems have been used by many of the largest housing providers in the UK for decades, but smaller providers have often been excluded due to the high cost of those systems. Suited to your needs Although cost has been the main barrier in the past for these smaller housing providers,…
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The (delayed) rise of the machines
At a recent lunch with senior executives from housing providers, the conversation started with all the excitement around the potential of AI, including automated translation for tenants not confident in English, the identification of stress or emotion in conversations to prompt interventions, predictive maintenance, energy efficiency and the value of identifying and acting on what…
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Would you like a receipt for that?
Digital technology has the potential to re-define the relationship between housing providers and their customers. It determines their access to information, ability to book services and their overall experience with their landlord. Silva’s strategic plan sets out a commitment that 80 per cent of customer-initiated transactions will be conducted online by 2021, from a starting…
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Never mind the KPIs, feel the experience
User experience, customer experience, voice of the customer, customer sentiment, customer focus, customer-centricity… regardless of how you describe it, there’s no denying that when it comes to digital, fast, simple and frictionless experiences are becoming the most important determinants of how your customers perceive your service and, by extension, you and your organisation. However, this…
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The ‘in the instant’ revolution for housing repairs
Deliveroo, eBay and Uber are just a few of the organisations leading the way with exceptional, instant customer experiences. By giving customers control, reassurance and convenience these companies have built trust and brand loyalty during a time of uncertainty. Consumers are becoming accustomed to Uber-style services with transparency and real-time reassurance. This standard of service…
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