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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Salesforce
Avenging transformation – Beginning our Salesforce journey
Wythenshawe Community Housing Group was the winner of the Digital Transformation award at the Housing Technology 2025 Awards. Kenny Kristiansen explains more about the housing provider’s award-winning project. Addressing digital transformation can sometimes feel more suited to a team of superheroes than a housing provider, but every good origin story starts with a challenge. For…
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Broadacres Housing extends Salesforce usage
Broadacres Housing has implemented a range of improvements to its digital transformation programme through its Salesforce technology platform with help from Globant, a Salesforce partner. The housing provider is now using Salesforce as its new CRM system, replacing its old enquiry management software, so that housing staff can access and update residents’ information at any…
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Broadacres’ in-house Salesforce-based complaints tool
Broadacres Housing has built a new complaints management system based on Salesforce technology. The housing provider’s internal team has already developed Salesforce-based systems covering legal services, contact centre and financial advice. As well as making its complaints-handling activities more streamlined, Broadacres’ new system is expected to save considerable time around the collation of complaints’ information…
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Broadacres’ digital transformation with Salesforce
Broadacres Housing has taken the next step in its Salesforce-based digital transformation, with the implementation of Salesforce’s Service Cloud Voice in its customer contact centre, powered by Vonage Telephony. Mark Birch, chief technology officer, Broadacres Housing, said, “We’re excited to see the benefits this transformation brings to our contact centre and the consequent improvements in…
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Digital-first, self-service and 360° views
The challenges housing providers are dealing with today provide a real impetus for becoming more technology-driven. The Regulator of Social Housing (RSH) is bringing in more active consumer regulation next April (with quality of housing a key focus), yet a report from the regulator last autumn highlighted a number of risks for housing providers’ compliance….
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