South Lakes Housing Association is using M3 Housing’s M3Central Diagnostics to enable more accurate diagnoses of its tenants’ repairs requests. In 2014, South Lakes formed a customer services team (CST) as the first point of contact for all repair enquiries. At first, the largely non-technical CST staff had difficulty accurately diagnosing repairs. South Lakes also…
South Lakes takes M3 for repairs diagnosticsRead More →
Customer Management
What now for digital inclusion?
Digital inclusion isn’t a new issue. The latest figures launched last month by Lloyds Banking Group as part of their Consumer Digital Index confirm that there are still 11.5 million people in the UK who lack basic digital skills. I’ve been banging the drum about the need for cohesive and coordinated approaches to delivering digital…
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Innovating to transform service development and delivery at Viridian Housing
Now more than ever, the social housing sector needs to embrace innovation to tackle the challenges we all face and help shape the services of the future. The social housing sector will look very different over the next 10 years as the boundaries of what we do change. Our core offer will evolve, we will…
Innovating to transform service development and delivery at Viridian HousingRead More →
Voice analytics – what can it do for you?
Voice or speech analytics is still surprisingly new for housing providers, though widely used in the private sector. The latest Babel (2016) contact centre report, The UK Contact Centre Decision-Maker’s Guide, states that only six per cent of the housing sector currently uses voice analytics. But with 19 per cent actively planning to do so,…
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The data revolution and business insights in housing
If you’re reading this, you’ll already be well aware of the issues facing our sector right now; there’s no need to re-hash the causes and current symptoms. The focus now is on how we, as a sector, can adapt to survive the massively-shifting landscape. Everyone in the sector right now is talking about creating efficiencies…
The data revolution and business insights in housingRead More →
Capita wins European IT award for YMCA project
Capita’s software services business has been awarded the ‘connected/mobility solution of the year’ title at the European IT & Software Excellence 2017 awards for how it has helped Liverpool YMCA to tackle homelessness and access to support services in the city. Based on Capita’s Advantage Impact solutions, Liverpool YMCA’s ‘MainStay’ project was developed with the…
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