Making the case for a 360-degree view
With over 20 years in the housing sector, one challenge never fails to pop up in my conversations, and that’s the question of how to achieve that elusive 360-degree view of housing. It’s like chasing a unicorn; often talked about but rarely spotted in the wild.
On one side of the ring, we have the best-of-breed’ systems, those clever little tools designed to solve specific problems – brilliant at their particular jobs, but not so brilliant at playing nicely with others.
On the other side? The almighty housing management system, that big, bold and do-it-all behemoth. Powerful, yes, but setting it up can feel rather like trying to launch a rocket using a manual written in ancient Greek!
The dream – One view to rule them all
Now imagine this – you open one screen and ‘bam!’, there’s everything you need to know about your residents and properties. No spreadsheets, no switching between 14 tabs and no psychic powers needed.
Thanks to clever platforms and integrations, this dream is becoming a reality and it’s transforming the way housing providers work.
Too many systems, not enough connections
Let’s be honest, most housing teams are juggling more systems than a circus act. Repairs, assets, ASB, customer contact… then add a few random spreadsheets for good measure. Trying to pull useful, real-time data from this jumble is akin to doing a jigsaw with pieces from five different puzzles; you might eventually get something resembling a picture, but not without losing your sanity first.
The utopian vision
As an alternative, picture this – you’re supporting a resident and can instantly see their rent history, boiler service schedule, repairs, communication preferences and even their support needs, all in one place.
No more chasing files or asking your colleagues for updates, just real-time, relevant insights that help you respond with empathy, clarity and speed. As a result, you become more proactive, your residents feel heard and your team’s jobs become a whole lot easier.
Sounds pretty magical, right? That’s the power of a 360-degree view.
And here’s the best part. You don’t need more data or yet another bolt-on system, you just need to make better connections with the data you already have, such as tenancies, repairs and arrears, all pulled together in a way that’s useful, accessible and actionable.
Behold, the platform approach
This is where the ‘platform model’ shines. It offers a flexible, modular solution that brings all your systems together. Rather than waiting years for one massive HMS to deliver value (spoiler alert: it often doesn’t), you get quick wins fast.
Start with what matters most to your organisation, whether that’s CRM, complaints, repairs or communications. Then build from there, connecting your tools to create one smart, streamlined system that works for you, not against you.
By layering in housing-specific features, known as ‘accelerators’, and using smart integrations, housing providers can roll out functional improvements incrementally and with minimal disruption.
What it looks like in action
Picture a housing officer preparing for a visit to a tenant. Instead of digging through folders and half-updated reports, they can simply pull up a dashboard. There it all is, spanning rent balances, recent repairs, safeguarding flags, ASB cases, everything else besides, sitting on their device as they walk up the tenant’s path.
Or take a resident reporting a problem via their housing provider’s self-service app. They receive a confirmation text or WhatsApp message instantly, the system logs the case, updates the CRM and outlines the next steps – no hold music, no chasing and no confusion.
Housing providers using this kind of technology have reported brilliant results, such as:
- 25 per cent reduction in missed appointments;
- 55 per cent faster case resolutions;
- 50 per cent fewer pre-inspections;
- Higher employee satisfaction;
- Faster call-handling.
That’s what happens when your systems talk to each other and people have what they need at their fingertips.
It’s not just data, it’s people too
Ultimately, technology should make life easier. For housing staff, that means less firefighting and more focus on helping people. For residents, it means feeling valued, supported and heard.
True transformation isn’t just about the technology, it’s also about aligning people, processes and tools to deliver meaningful outcomes. The technology bit should feel second nature, with your real focus on how your teams operate and how your services are delivered.
Come along for the ride
Want to make change stick? Involve key stakeholders and residents from the start. Understand what information they really need and why it matters to them. Let them help shape the journey; they’ll be more invested and you’ll build trust and clarity along the way.
Open, honest communication, shared accountability and a clear roadmap all go a long way in making transformation feel less scary and more empowering.
Start small, think big & move fast (but steadily)
You don’t need to flip the whole table overnight. Begin with a manageable area, such as complaints or ASB, and build your momentum from there. Choose a technology that works with your existing tools, not against them, and before long, those small wins will add up to real and lasting change.
If your technology stack feels more like spaghetti than structure, perhaps it’s time to embrace a platform approach. Get the right tools, plug them in properly and start unlocking your inner housing superhero (cape optional but definitely encouraged).
Jude Comber is the account manager for social housing at Alscient.
