Karibu Community Homes has launched a new omni-channel contact centre, combining voice, WhatsApp, SMS, email and webchat into a single service hub. Built in partnership with Fuzzlab, the new service integrates with Microsoft Dynamics 365, giving Karibu’s teams real-time visibility of enquiries, repairs, complaints and service updates across all channels. The platform also includes AI-supported…
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Customer Management
The evolution of fire safety in 2026
2025 has been an important year in the progression of fire safety in the home, with conversations continuing on how to lean on technology to better protect residents. Andrew Beechener, portfolio manager at FireAngel, explores the upcoming trends and legislative changes expected in 2026. 2025 has been the year of artificial intelligence (AI) filtering into…
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Ayrshire Housing picks PanConnect for self-service
Ayrshire Housing has chosen Housing Insight’s PanConnect platform to deliver its resident engagement solutions through a new self-service app and portal. PanConnect will enhance Ayrshire Housing’s engagement with its residents while streamlining internal operations, reflecting the two companies’ shared commitment to innovation, reliability and customer experience. Caroline Donald, director of corporate services, Ayrshire Housing, said,…
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IoT-based damp & mould monitoring from Plentific
Plentific has launched an IoT pilot programme for damp and mould monitoring, with the aim of simplifying compliance with Awaab’s Law and keeping residents safer. Looking ahead to the introduction of the second phase of Awaab’s Law next year, Plentific’s IoT pilot programme is intended to give housing providers and local authorities the opportunity to…
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Digital transformation & Awaab’s Law
The first phase of Awaab’s Law looms large, transforming the obligations of housing providers, empowering tenants with new rights and demanding more accountability across the sector. It will also challenge housing providers to fundamentally rethink how they manage tenant relationships, how they handle data and how they deliver safe, healthy homes. Enforcement will be strict,…
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CHP’s Salesforce solution for Awaab’s Law
For CHP, our journey toward compliance with Awaab’s Law began with a stark realisation. As the requirements became clear, it was evident that our existing systems and processes were simply not up to the task. Our case management tools couldn’t link repairs to case details, didn’t allow for comprehensive tracking or reporting and made it…
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