8th February 2024
Key housing leaders came together for the first of our Change Network series of events, to discuss top advancements and strategies in the housing sector. Their goal: to shed light on critical aspects of customer engagement, service design and implementation. Here are some highlights from our lively discussion, looking at how to achieve customer experience excellence in housing.
Kate Lindley, Director and Co-founder of Change Network, drew on her extensive 20-year experience to emphasise the need for a customer-centric approach in the housing sector. Focusing on service design, she highlighted the shift from traditional methods to more inclusive processes — stressing the importance of involving real people from diverse demographics in the design phase. See Kate’s presentation.
Her presentation emphasised a holistic approach, cross-functional collaboration and a consideration of the human experience throughout the customer journey. Key points discussed included:
Neil Tamplin, Digital Delivery Manager at Valleys to Coast, shared real-life examples of streamlining the housing complaints process — and the challenges and solutions in adapting to regulatory changes. His approach reinforced the importance of collaboration and involvement of key users beyond the project board.
Neil’s success story includes a significant reduction in average complaints time. He delved into the organisation’s technology landscape, touching on the move to the cloud and the exploration of low-code solutions to enhance service delivery. See Neil’s presentation.
In implementation of their service design, Neil discussed their adoption of an agile approach and incorporating a low-code developer and a business analyst as a service designer. This transition from a waterfall approach to an agile one was emphasised, along with the significance of continuous iteration, collaboration and real-time problem-solving.
You can read more about Valleys to Coast and how they have transformed the colleague and tenant experience with a single case management solution.
The Q&A session provided an opportunity for deeper insights into the practical aspects of these innovative approaches. Neil’s responses covered topics ranging from team creation, governance in low-code development, to organisational challenges in gaining buy-in for low-code solutions.
The session touched on:
The event showcased a wealth of knowledge and experience, underlining the transformative potential of customer-centric service design and innovative approaches like low-code solutions in the housing sector. As the industry continues to evolve, these insights provide a useful roadmap for other housing organisations aiming to enhance services and improve customer satisfaction.
With Liberty for Housing, you can build trusted citizen experiences and empower your staff with connected workflows, data and AI–powered processes. Transform your digital transformation journey and achieve customer experience excellence — whilst driving greater efficiencies and cost savings.
Originally implemented on the 1st of April 2023, the Tenant Satisfaction Measures (TSM) Standard aims to improve the lives of social housing tenants — making sure they are listened to, able to live in safe homes in good repair and their complaints are well handled.
Rent arrears within social housing have reached worrying levels. However, future-focused leaders have the power to usher in a new era of financial sustainability in the sector, through strategic implementation of the right technology.
Housing Associations are squeezed on budgets and under pressure to comply with stricter social housing regulations, providers need to tick all the boxes for efficiency, tenant experience and regulatory compliance. That means doing more with less. Enter intelligent automation.
Keep up with regular news from Netcall – you’ll hear about cut-through process automation and communications solutions to help you achieve your business goals faster.
Give tenants the information and service they need and expect. Drive a step change in customer service levels.