Switchee’s Tom Robins on social housing’s next leap At Data Matters 2025 in September, one theme kept coming up – trust. Whether in data, AI or sector leadership, the question was the same: how do we turn technology into something that people actually believe in? That’s exactly where my conversation with Tom Robins, CEO of…
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Customer Management
360-degree safety in the home
Bethany Christmas, FireAngel’s technical specification manager, looks at the use of technology in social housing to protect vulnerable residents and provide early detection of risks to improve residents’ wellbeing. Systemic barriers and industry challenges continue to hinder the effective implementation of measures to ensure safer social housing. While some progress has been made following more…
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Platform Housing tackles complaints with Microsoft & Baytree Solutions
Platform Housing Group has implemented a new complaints management system powered by Microsoft Dynamics 365, delivered in partnership with Baytree Solutions. With the Dynamics platform, tenants’ complaints are now accessed from a central repository. This has made it easier for the housing provider to meet the Housing Ombudsman’s complaint handling code as well as internal…
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North Star deploys Housing Insight’s self-service app & portal
North Star Housing is in the middle of implementing Housing Insight’s PanConnect self-service app and portal, replacing an outdated system and in conjunction with its deployment of a new housing management system. The first stage was operational within 12 weeks of the PanConnect project’s start, featuring income and debt assistance, a repairs diagnostic wizard and…
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Listening at scale – How to make sense of unstructured data
Customer service teams are under sustained pressure to deliver better resident outcomes with fewer resources. At the same time, residents now have more ways to get in touch than ever before. From WhatsApp to web chat, from email to voice, channel choice should no longer be an issue. More channels mean more interactions, more data…
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Putting AI in your contact centre
With housing providers struggling to upgrade systems and adopt technologies that enable them to deliver better outcomes for their tenants, meaningful implementations of AI can understandably seem a long way off. There is a general assumption about advanced technologies, such as AI, that legacy systems and data infrastructures must be modernised significantly if organisations want…
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