Oaklee Housing, who are one of our oldest clients, have once again updated their Residents and Repairs Handbooks.
Aberdeen City Council have just updated their Repairs Handbook for their residents.
St Catherine's College have ordered more of our Think Safety for Schools handbooks.
Hillcrest Housing Association, who is one of Scotland's largest Housing Associations, is one of our newest clients. They own over 5,500 homes across Dundee, Edinburgh, Angus, Perthshire and Fife. They have enrolled some of their staff members on our e-learning course.
River Clyde Homes is a 'not for profit' organisation that owns and manages over 5,800 homes and provides services to a further 2,200 homes in the Inverclyde are. They are committed to providing quality services for their residents and have just purchased our Keyfax Inter•View
Northampton Partnership Homes, who already have some of their staff on our e-learning course, have enrolled more learners. Gloucester City Homes, have just updated and reprinted their Repairs Handbook for their residents and we will also be mailing the copies out to their individual
The social housing sector has traditionally been somewhat ambivalent about using the internet to communicate with residents. One of the fundamental reasons has been an assumption that residents in this sector don’t use the web. However, that view can increasingly be consigned to history.
Social housing contact centres are in danger of becoming a victim of their own success. In just a few years, they have evolved from an innovative extra to an integral part of the housing provider’s operations, providing a respected and responsive service to residents through a single point of contact. Resident expectations have risen accordingly and the contact centre is now their first port of call for all kinds of queries.
Each and every housing organisation is faced with similar, if slightly different issues, but each one runs their services somewhat differently. With so many housing organisations now merging and amalgamating to take advantage of economies of scale, a major issue they face is the loss of individual identity and even of local knowledge of the issues of the area. This can, and typically does, cause real apprehension for all involved – residents, staff, managers and board members.
The maddening drip, drip, drip of a leaky tap. Sitting in the dark, unable to even make a cup of tea, after a power surge or blown fuse. Curling up under a duvet on the sofa, because the heating doesn’t come on till later and the flat is icy cold.
There is an on-going debate about Channel Shift and Self-Service in relation to customer services in the public sector, especially in social housing. The pros state that it improves residents’ accessibility to service, at the same time as dramatically reducing the cost per transaction. The cons argue that it excludes residents and leads to far greater demand and an increase in mistakes.
2012 has been a busy year at Omfax with several new clients coming on board. Here we take the opportunity to talk to a few of them to see how they are getting on since going live with Keyfax, the UK’s leading intelligent scripting tool for social housing providers.