Adactus Housing Association went live in November 2011 with outsourced contact centre support for out-of-hours services to tenants, with the service provided by mplcontact, a division of Message Pad. Adactus estimates that the contract value is between £10,000 and £40,000 per year, depending on tenant demand. mplcontact will provide support to Adactus’s 25,000 tenants by…
Adactus Housing outsources contact centre support to mplcontactRead More →
025 - January 2012
Sovereign chosen for West Kent customer access strategy
West Kent Housing Association has been working with Sovereign Business Integration to develop and deliver an ‘It’s Your Call’ customer access strategy as well as developing a three-year ICT plan. Deborah White, housing and communities director, West Kent Housing Association, said, “Opening up alternative communication channels with our customers is important – although around 80…
Sovereign chosen for West Kent customer access strategyRead More →
Richmond Housing achieves two-hour repair slots
Richmond Housing Partnership has reported that it is the first housing association in the UK to give tenants the ability to book two-hour repair appointments online, following the launch of the Microsoft Dynamics-based system in October 2011. Using web services technology, customers can now book a specific arrival slot for a repairs operative rather than…
Richmond Housing achieves two-hour repair slotsRead More →
Contact centre trends report from Mpathy Plus
Mpathy Plus has completed its survey and report on trends in housing contact centres for 2011. The ‘Social Housing Contact Centre Survey’ identified two key trends in housing providers’ contact centre performance, both of which point to an improvement in service quality. The first is that the average duration of calls has increased from 253…
Contact centre trends report from Mpathy PlusRead More →
Business process outsourcing in housing – What’s next?
Your IT infrastructure is sorted out, you have all the right software platforms in place, so it’s time to sit back and relax… or is it? Business process outsourcing (BPO) is joining the likes of cloud computing, software as a service, social media and ‘Digital by Default’ as a key consideration on the agendas of…
Business process outsourcing in housing – What’s next?Read More →
Network Housing Group interview
Housing Technology interviewed Mark Woosey, group IS director for Network Housing Group, on large-scale IT change programmes, cloud computing and virtualisation, and the difficulty of finding the right staff. What are your IT goals for the next twelve months, and what are your longer-term goals? Network Housing Group is working on the largest portfolio of…
Network Housing Group interviewRead More →
