The social housing sector is second to none in its aspirations, but competing priorities require creative solutions when it comes to delivering great customer service. There’s always a need for human-to-human contact but a well-trained chatbot can go a long way towards providing the 24/7, immediate service desired by both tenants and housing providers. After…
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Customer Management
ForHousing’s conversational AI with Amillan & Converse360
After seeing an increase in the number of tenants’ calls and interactions over the past few years, ForHousing wanted to find a way to make its existing call-centre staff more productive while offering its tenants a wider choice of channels at the same time as reducing its costs. ForHousing engaged with Amillan who implemented Converse360’s…
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North Star locks down with Exponential-e
North Star Housing’s decision to migrate its entire legacy infrastructure to a virtual datacentre with Exponential-e paid dividends during the various lockdowns in the UK. The main migration was accompanied by full replication at a second UK datacentre and a WAN interlink between multiple sites used as the backbone for a move to Office 365…
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Automated customer contact – The first six months at Believe Housing
In September 2020, Believe Housing launched its first AI-powered chatbot. Six months later, Simon Bartlett, Believe Housing’s customer experience business leader, explains the realities of automated customer contact and how it’s helping the housing provider to achieve ‘a life without barriers’. Sometimes it’s better to start with a clean slate and a fresh outlook rather…
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Better matchmaking
Civica’s customer relationship manager, Liza Handley, discusses how capturing the right property data, alongside tenants’ specific requirements allows housing providers and local authorities to offer quality and sustainable homes that better meet tenants’ needs. By engaging with your tenants, it’s quite easy to find out about what’s important to them. They’ll tell you about their…
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East Suffolk launches MRI’s tenant portal
East Suffolk Council has introduced MRI Software’s Digital Tenants Portal to enable its tenants to manage their tenancies digitally, in line with the government’s ‘Charter for social housing residents’ guidance. The council chose MRI Software’s portal because of its existing use of MRI’s Housing Enterprise (formerly Orchard Housing) HMS. The portal enables tenants to access…
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