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.
Greenfields Community Housing has enrolled additional staff on our Effective Repairs Reporting e-learning course.
GreenSquare has ordered a reprint of their Repairs Reporting Guide.
Wiltshire Rural Housing Association has ordered our Repairs Reporting Guide.
Muir Group Housing Association has confirmed additional learners for our Effective Repairs Reporting e-learning course.
Transform Housing & Support has ordered copies of our Repairs Reporting Guide.
ASRA Group has confirmed their order for Keyfax InterView for Repairs and Enquiries for use in their contact centre and Keyfax InterView Online for tenants self-service. ASRA manages 13,000 homes in the Midlands and London.
Headington School has once again ordered copies of our Think Safety for Schools Handbook.
Orbit Group has added more members of staff to be enrolled on our Effective Repairs Reporting e-learning course.
Norwich City Council has awarded the contract to us to provide both Keyfax InterView Repairs Diagnostic in the contact centre and Keyfax InterView Online for tenants to self-service. The Council manages over 15,900 council homes in Norwich and provides a range of housing services to their tenants. Cottesloe School has ordered copies of our Think Safety for Schools Handbook. Cherchefelle Housing Association has ordered copies of our Repairs Reporting Guide.
Two Rivers Housing has confirmed the extension of their use of Keyfax InterView to cover all Enquiries. They manage some 3,700 homes in Gloucestershire and Herefordshire and have been using Keyfax InterView for Repairs for some years.
Bedstone College has again ordered copies of our Think Safety for Schools and Colleges handbook. Queens Cross Housing Association has enrolled their staff on our Effective Repairs Reporting e-learning course. Barnet Homes have been a long standing client of Keyfax InterView for Repairs and have now confirmed their order to extend its use to include Keyfax InterView for Enquiries. They also intend to embark on the integration of Keyfax InterView Online with their back office management systems.