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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Contributed Articles
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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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…
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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…
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Less haste, more speed
Digital transformation gives housing providers the ability, among other benefits, to create seamless communications and to transform business processes. And particularly in the case of housing mergers and acquisitions, seamless communications are essential when faced with two (or more) telephony systems, networks and call centres. Deconstructing digital transformation Digital transformation doesn’t have to be a…
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