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…
The (delayed) rise of the machinesRead More →
Contributed Articles
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…
Would you like a receipt for that?Read More →
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…
Never mind the KPIs, feel the experienceRead More →
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…
The ‘in the instant’ revolution for housing repairsRead More →
Housing and the Freedom of Information Act
The Freedom of Information Act 2000 (FoIA) was enacted as part of a package of measures introduced by the Labour government aimed at improving the operation of the UK government by making it more accountable to the electorate through increased transparency. It directly affects ‘public authorities’ which are defined in a list contained in Schedule…
Housing and the Freedom of Information ActRead More →
How to be a disruptive influence…
I remember the first time someone told me, “Gas Tag is the ‘disruptor’ in this sector.” I vividly remember having a spring in my step for the rest of that day, thinking that we’re finally making our mark. But in hindsight, I’m not so sure that being a disruptor is always perceived in the way…
How to be a disruptive influence…Read More →
