In recent years, shared services and outsourced services have tended to morph into a single area as housing providers seek to optimise budgets. The original objective was to collaborate within the sector, to effectively share the provision of a service by one part of an organisation or group, but this only took into account the…
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TriPartum
Peabody’s personalised service charges with TriPartum
Peabody is enhancing customer experience and engagement through a new annual service charges communication initiative with TriPartum. James Shand, managing director, TriPartum, said, “We met Peabody’s key stakeholders and created then delivered a 16-page personalised colour booklet which clearly and concisely outlined each tenant’s annual service charges, replacing a standardised, impersonal service charge document.” The…
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Enhancing tenant communications
There is increasing pressure on housing associations to deliver value for money in their regular communications with tenants and leaseholders. Communications, such as rent and service charge statements, are often complex and costly documents to produce. Many still rely on laborious manual processes, as well as staff goodwill, in their regular communications processes. So how…
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Using IT to gain value from tenant communications
In most markets, there is an increasing focus on the customer journey and experience. Housing providers are no different; their tenants need to be kept informed as well as invited to respond to a call for action – for example, a rent payment. In trying to deliver a better customer experience, housing providers face two…
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