• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology Main Logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Contact
  • Home
  • Research
  • Magazine
  • Events
  • Awards
  • Recruitment
  • On Demand
Home / Magazine Articles / Kana survey reveals gap between IT intentions and realities

Kana survey reveals gap between IT intentions and realities

An independent survey commissioned by Kana Software of IT executives from housing providers managing a combined portfolio of more than 1.5 million properties in the UK has found that while most recognise the importance of new technology in delivering efficiencies and better services to tenants, fewer than 20 per cent have a full understanding of their existing systems.

During the next 2-3 years, only 3 per cent of organisations thought that all of their services would be available online, almost half (47 per cent) believed that the majority of their services will remain offline and 10 per cent had no plans to implement mobile access for tenants.

However, those statistics belie the objectives of most housing providers, with 92 per cent of them wanting a 360-degree view of their tenants, but only 25 per cent had an IT system capable of actually doing so, 93 per cent already have or are considering the implementation of web-based self-service platforms, and 81 per cent claim that the use of social media is important to enhancing service delivery to tenants.

David Moody, head of worldwide product development, Kana Software, said, “Our research shows a disparity between the positive intentions of housing providers to improve services and the actual strategies in place to do so. The majority of housing providers see social media and self-service as valuable elements, yet many have no plans to integrate such platforms with digital channels.

“Most surprisingly, this research would suggest that housing providers’ IT executives are not fully embracing the tools they already have, with 82 per cent not up to date with their CRM functionality; by re-purposing existing technologies, moving services online need not be a costly exercise, with significant benefits to all tenant.”

See More On:

  • Vendor: Kana
  • Topic: General News
  • Publication Date: 040 - July 2014
  • Type: News

Primary Sidebar

Most Recent Articles

  • Artificial intelligence in housing
  • Mobysoft – Data problems affecting complaints’ handling
  • Data, AI and private-sector strategies
  • Smart repairs & smarter homes
  • From firewalls to fortresses
  • Achieving three quick wins in AI
  • Rebuilding Selwood Housing’s IT infrastructure
  • Are you ready for organisational AI?
  • PIMSS releases AI Document Reader for compliance
  • Calico Homes cuts arrears with RentSense
  • FourNet launches digital transformation index
  • New income recovery software from Voicescape
  • Asprey Assets at YMCA
  • I love spreadsheets…
  • All watched over by machines of loving grace – AI assistants and adult social care
  • The rent revolution – The case for AI-powered payments
  • Unlocking safer living through data
  • Aareon acquires MIS ActiveH
  • Vericon launches MouldSense
  • Back to the future at Housing Technology 2025
  • FireAngel wins Which? Award
  • Maximising income and preventing homelessness
  • Anchoring digital innovation with Plentific
  • Cynon Taf Community Housing gets Housing Insight’s Arrears Manager
  • Tenants, AI & your biggest compliance risk
  • EDITOR’S NOTES – Data, standards & straight-through processing
  • AI as a social housing expert
  • South Yorkshire Housing halves arrears with Mobysoft
  • Bromford Flagship wins Aico’s smart-home competition
  • Putting VIVID’s customers in control of their tenancies

Footer

Housing Technology Main Logo
  • Instagram
  • LinkedIn
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2025 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293