Friday, 17 November 2017

The State Of Things

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


As anyone who reads this blog knows, I work right across the UK, from England, into Wales, Scotland and Ireland. A continual problem is how do we know if our organisations are doing well? ‘Benchmarking’ is a well-used buzzword. Where should we look to benchmark and will it reflect reality? i.e.. compare ourselves to something similar and extract some useful insights.

I have done some work with a local organisation to me, Vantage, who host the ‘Performance Improvement Club’.  My work has involved greater efficiency in DLO teams, but clearly as readers of this blog will know, I have a long term geeky interest in better KPI’s and reporting.

On a chance conversation with Tony Bryan, Chief Executive of Vantage, at the 24Housing awards, it was mentioned their latest KPI stats from the benchmarking club were available. Improved performance can only be based on knowing what the norm is, what others are actually achieving. I am committed to better reporting, however creatively that can be achieved.

Its always good to know who’s part of the benchmarking club. In this case, its some of the leading landlord RSLs in our social housing sector. The Vantage club attracts a wide variety of significant large and medium landlords from across the UK. This means that a varied raft of statistics can be collated for some unique insights.

Firstly, who is involved in the Vantage benchmarking group? Well it’s a broad mix of English and Welsh landlords. Plenty of familiar names, many of which I have worked with over the years.
Some Vantage Improvement Club Members
When I read through the report, it gave me a warm feeling. There are clear insights in the data taken from 132 major RSL/RPs, distilled into clear information about our sector, which I recognise from the work I get involved with.

As a sector watcher myself, I feel it comprehensively covers all financial areas  I work with in improving systems and processes. I have provided a link to the full report at the end of the blog.



Despite the continual rollout of Universal Credit, a 4 year rent reduction, it’s clear we have a strong sector. As I have tweeted about a lot lately, recent noises from Westminster sound like socialhousing may be back on the agenda (and rightly so!). The political tide might yet be turning, as Tony Bryan mentions in his summary.


Let’s look at some of the headline figures:

  • Turnover stable, only down by a very marginal 0.11% on a turnover of 16.69%
  • The G15 group of London landlords still dominate turnover, 27% of all UK socialhousing
  • £156m still being wasted in void property loss
  • Employment costs down 6.6% on last year
  • Operating surplus up (much greater in General needs housing)
  • Financial performance operating costs (strangely greater in NE England.
  • Routine operating costs, per unit (slightly lower)
  • Operating costs (slightly falling by unit)
  • Financial Health & Viability (Gearing generally increasing)
  • Headline annual average social housing cost per unit £3,514
There are some striking regional variations. One case in point is voids, a key concern for landlords. The graph below shows how badly on average the North West performs, with a mixture of low average weekly rent and worst void loss %.
Void loss by English region
It would be interesting to research the penetration of modern void management systems, such as mobile and recharge recovery, in each region to consider if these innovations are contributing.

Another key area where improved systems should be making a positive effect is in control of costs per unit. Better controlled repair processes should be reducing waste due to wasted visits, unnecessary repairs and better appreciation of sustainability.


Headline Social Housing Cost per Unit

In the figures on the right, the number of capitalised components fell by over 16%, reflecting what I see with my clients. Again, the regional spread is interesting. The last area to mention is stock size and achieved housing cost per unit. There has been a lot of discussion recently following mergers, if bigger is better and can it be cheaper? The larger bubbles to the mid-far right in the graphic below, do suggest it. Seeing the data like this, it does suggest it’s the 15-35k groups/RSLs that may currently have most of the cost challenges.


Stock size vs Social Housing Cost per Unit
Vantage are certainly taking benchmarking to a new level.
Why not download the full 24 page 2017 report on this link
http://acutanceconsulting.co.uk/download/VantageReport2016-17_via_HousingITguy.pdf

For more information on the Vantage Performance Improvement Club, click here: YourVantage.co.uk 

Get in touch if I can add some insight to your data project, Integrated Housing or Finance system review or procurement.

Related Post: When you procure, bring all your team and users on the journey too! 


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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Reverend and the makers - The State Of ThingsReverend and the makers - The State Of Things.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact 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tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Saturday, 11 November 2017

Knights In White Satin

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



I think more people should experience Somerset. It is often said to me it is a quiet county, as everyone seems to rush through it to get west to Devon and Cornwall. It certainly must make it quieter, but no less fun or likeable. The vast quantity of work I have done, down in this really cool corner of Britain, has made me a real advocate. The Somerset Tourist board know where to post that remittance.

Soooo.. when it was mentioned to me that Knightstone Housing, just outside Weston-Super-Mere, were looking at putting together a whole event, on digital and data, I was up for it. IOT or ‘Internet Of things’, for you non TLA people. As many in socialhousing will know, Knightstone are joining with DCH, just further west.

I must have been blogging about the Internet Of Things for yonks, maybe 5 years by now.
Every time it is just around the corner. However, in 2017 it seems the smart money think it actually is. This is how fast experts think that IOT will grow:

Expected IoT Internet Of Things growth post 2017
Proof that we are on the cusp, can be seen in the explosion of IOT home automation and other domestic product devices, we all seem to be dabbling with. Recognisable examples are Hive, Nest, Wink, going headless with Amazon Echo/Alexa, Google Home, Apple HomePod. We are getting used to geekily talking into our home devices too aren't we, more so than we are prepared to do outdoors, with others.

More and more devices are entering our homes too, internet kettles, fridges, taps, heating controls etc. A world of convenience, but for sure we are in a pioneers era, with early adopters the foot soldiers. Something I described as IOT’s Betamax vs VHS moment. IOT devices need to adopt some solid standards, so devices from different sources can all work together, with standard interfaces to management software, or upper application layers (e.g. the Asset Management or CRM system).

Security of data and updates are another key area. We need to keep the vast amounts of data generated/consumed, where it’s meant to be. That needs to be designed in from inception, with the ability to patch/upgrade remotely, possibly months, or years into the future of an IOT device, that might function for ten years or more.

Having done battle on many occasions with the self-service checkouts, at Morrisons, I have always thought that the ‘March Of The Machines’ might start there. As I described at the Knightstone event, it might start in your kitchen. If Samsung internet fridges can be harnessed to leverage a remote DoS (Denial of Service) attack on internet connected servers, then we need to take IoT security way more seriously. So, right there you can see the need for strong standards for IoT, and soon! I may well blog on the remainder of the content of that presentation, in the next few months.
Could a malicious hack into the nations hummus and taramasalata, precipitate a double-dip recession?
I was very impressed with the way Knightstone had recognised the extreme importance of data, devoting a whole day to it. There was a hundred or so attendees, from the organisation and external ones, such as Yarlington and Brunelcare. Nick Horne called it right that the two key resources our organisations turn on, are data and our people. Great to chat afterwards to Nick and many others at the event I have got to know, over the last few years.

The sessions included experiences from Dwr Cymru Welsh Water on their data strategy, as well as how the data scientists of Bron Afon Community Housing, are improving quality and eliminating the old faithful, yes the labour of love, the Excel spreadsheet.

Data the welsh way, the Bron Afon Journey
Housemark and Equillian had some great data insights as to how AI and algorithms are helping us sift through ever more potentially linked data. From Equillian, my premier, from many takeaways on the day, was that “Organisations with poor data quality will never be the most successful”. Within and beyond the socialhousing sector, we would all do well to paint that slogan at the face of every open-plan office wall. That would remind managers and staff 20 times a day, that’s the ultimate key to our success.    

All the Knightstone Data and Technology Day presentations can be found on the following link -
https://www.knightstone.co.uk/about-us/data-and-technology-day#HousingITguy
Click here to access the presentations from #KHADataTech
Get in touch if I can add some insight to your data project or future presentation event

Related Post: In your organisation, are you the classic 'Hunter-Gatherer'? 


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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

The Moody Blues - Nights In White SatinThe Moody Blues - Nights In White Satin.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Sunday, 29 October 2017

Who do you think you are?

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


You know often, it’s not so much that its who you  think its for, its like what problem we are solving here.

I have come across so many projects where that question cannot easily be answered.

Now I have to say it happens less so in the private sector, as often profit is the key driver. Our surplus in socialhousing is what we should be focussed on, to deliver improvements and new housing.

A lot of projects get started for a whole raft of reasons. May be we have a charismatic CEO who drives forward a number of well meaning changes. Possibly legislation in England, Scotland, Ireland or Wales wrong foots us.

However, whatever is the cause, some times I find myself asking, “What’s this for”?   

How much can go wrong? Well quite a lot really.

Key stakeholders can ‘Leave the building’, maybe the requirement just has changed or gone away. A good example being ‘Pay To Stay’. The latter, a big issue that melted away. 

We need to be on the ball about if our projects are still relevant and also what they are for and set up to achieve. One with unsure or unknown outcomes is a liability. Always Question what your projects are for. If the reason for them has changed or there was no concrete reason to initiate them, maybe the time has come to stop, reconsider. 

Don’t waste time on broken projects is my measured advice..

Get in touch to comment or DM me about your particular project mix or your lessons learned.

Related Post: More RTB (Right To Buy) good or not? 



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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Saint Etienne - Who Do You Think You AreSaint Etienne - Who Do You Think You Are.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Saturday, 21 October 2017

Big Bang Fun

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy



A question I am asked a lot, generally but not always after procurement, is should our implementation be phased or big bang?

As this question generally relates to large integrated housing management systems, the first thought is often, lets phase it. Reality is for me, is that most projects of these kind I have been involved in, have taken a big bang path. So how can we be sure that works well and what re the pros and cons of the different options, if most solution suppliers prefer a big bang?

An initial multiple module, strategy definition exercise, is a good idea, in order to ensure all staff and the project team have their expectations set as early as practically possible.

Some of the key questions relate to your type of organisation, is it simple, complicated, spread across a few locations or companies in a group structure. Also attitude to risk, something that must be considered and addressed early What resources are available, is there a big or minimal implementation team? Are there some competing business needs, which could be expected to clash with the change project?

Phasing an implementation generally will be costlier as they inevitably will take much longer to fully accomplish. Your project team will need to put in more time, as will your supplier, burning up more on-site days. I always bank on estimating three times your supplier days, on projects. Many of my clients balk at this, however most agree at the end that the estimate was not so far off.

If we do choose big bang, it is crucial that all system inter-dependences are thoroughly checked, tested and signed off, way before and as a formal precursor to go-live. Where a phased approach is utilised, expect some temporary interfaces to be needed for some months, between phases. This is something that introduces additional costs and the need to test more than once, through the lifecycle of the project.

Although in socialhousing systems, many interdependences between rents, CRM, assets & repairs point to a big bang approach being easier, if these form a single phase and maybe a second logical one with Service Charges/Factoring, Case Management and Planned/Cyclical modules, this can be a very successful approach. As can be imagined, I see various mixes of modules being replaced, some organisations including DLO/Contractor and Finance systems in the mix too. Feel free to comment or DM me about your particular project mix or your lessons learned.


Related Post: Why is KPI reporting from our integrated systems so poor? 


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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Shriekback – Big BangShriekback – Go Bang.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact 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Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset 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Saturday, 14 October 2017

The Logical Song

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


Increasingly I encounter more and more socialhousing organisations, looking to develop a tight digital strategy, in some cases building one with them. Pretty much all ask, how can we do this well? Who is doing this well, particularly in providing resident omni-channel and increasing channel shift and footfall to digital, rather than more traditional means?

We all see and are used to customer self-service. Daily I bet like me, you use Amazon, online Banking, supermarket and apps for booking travel & hotels. These set our expectations and for my money, this is where the bar is set. Don’t look to your supplier’s ‘out of the box’ systems, they in general look too much like your back-office solution. Strangely, none of the apps listed above, behave like something sat on a desk, near the water cooler.

Taking the dull, techie, logical components from your back office systems however, you can add sparkle and magic, with some web services, to get closer to a real world offering, your residents & customers are more likely to flock to.

Yarlington Housing Group is one forward thinking organisation, I have had the pleasure to have worked with, on a number of occasions. In my book, they tick that box of consistently strive to ‘Do it well’. So, let’s have a look at some of the top tips and silver bullets we can learn from an innovator such as this.

Clear and simple navigation, brilliant signposting for residents & other housing customers
Welcome to MyYarlington
(1)    Get a decent Third party web partner with extensive experience, in and out of the SocialHousing Sector. Proven experience working with a number of popular integrated housing management solutions reduces risk. Hallnet here have used their Active Housing range of products and services (https://www.activehousing.co.uk/). These are proven at in social housing organisations and are currently been implemented in Guinness, West Lothian Council and Sovini Group, among others.

(2)    Keep it simple (stupid). If you are a diverse go-ahead housing group (like these Somerset guys), use simple colourful disability-friendly icons/design to provide one click direction to your key digital footfall.

(3)    Make it as easy as possible for customers to sign up or get on with what they need to do, as fast as practical. Using Hallnet’s solutions, The Torus Group customers manage to diagnose, request and (DRS) appoint a repair in an average of 90 seconds, which is quicker than over the phone. Slow or inefficient self-service will just drive your customers to your helpline. Not good!
Give your social housing selfservice the commercial feel, get a basket for repairs & other things requested
The 'Basket'

(4)    Size, or rather re-size is everything. I have blogged here about if apps are good, bad or essential. Reality is that most customer Smartphone's these days are in good wifi, 3G/4G coverage. A responsive website, which is still a breeze to use on say an iPhone4 or 5, may provide the flexibility of an app, at a fraction of the cost.


(5)    Make your site work like Amazon, the Trainline or EasyJet. Get a familiar basket, to make it natural for customers to group requests together, or change their mind. Give them what they already are used to and understand. If they have to bother learning how to use your self-service, they just won’t ‘bother’, remember that.  

(6)    Ask your customers, ‘How was it for you’? When did you last do anything you were not asked to rate? Hotels you stay in, that Byron Burger, that Uber journey. On that last one, you rate the driver as well as them rating you! Understand what your customers like and dislike about your self-service and act on that valuable feedback.

Unhelpful self-service can just generate waste calls into your service centre
Don't forget the valuable feedback
(7)    Use Google Analytics or similar to find out how visitors navigate your pages, and act on high numbers of abandoned or in-complete transactions. Undoubtedly, these will translate into waste calls, into your service centre before long.

(8)    Taking account of GDPR, think out of the box, by shaping online services around your customers. Yarlington and Hallnet have clearly applied some serious thought around this. Clearly back end systems need to support the good control of the tenant data journey, conforming to the legal principles of GDPR.

Make your Socialhousing self-service and Omni-Channel GDPR ready
Make selfservice GDPR ready

(9)    Do not assume with your self-service, if you build it, they (your customers that is) will come. Paradoxically, conventional methods such as quarterly updates, mailshots, mention on the service centre line, when call waiting (…did you know you can do most things online, instead of listening to Dire Straits here?). Yarlington are making full use of a launch brochure as well as digital classes. Borrow some clothes from the commercial world to oil the wheels of your customers channel-shift journey. ‘Digital Eagles’ anyone?

(10)     Like in the garden of Eden, from day one, try to have all the ‘low hanging fruit’ on offer to tempt customers in. I.E. Tenant dashboard with notifications alerts, rules based content, privacy opt-ins, view and update personal details, Account section (current/future charges, fast statement generate for UC and other users), End-to-end repairs (‘real’ appointments, cancel, schedule, SMS reminders etc), messages, end tenancy request.

Yarlington who manage over 11k homes, aim to have 80% of transactions occurring online, with plans to reinvest substantial savings into property development and existing property renovation.

Stats from just the first fortnight are promising. 1100 signed up users, 1,650 account page views, 887 views of repair history, Repairs diagnosed and appointed: 200. If each phone call cost £3, it can be seen Yarlington will start to see some dramatic savings.

Chris Reed, who I have worked with on many occasions at Yarlington, was impressed with what has been achieved in a relatively short period. “Not only were Active Housing able to develop a fresh, intuitive and integrated customer portal, they were also extremely approachable and went the extra mile to ensure the project was delivered on time and to budget whilst meeting all our requirements.”

Get in touch with the Hallnet activehousing team 0800-023-9024 - https://www.activehousing.co.uk/

Checkout the HOMES exhibition, Nov 22-23rd 2017 - https://homesevent.co.uk/
Hallnet, with their Active Housing range of services, are attending the up-coming HOMES exhibition, Nov 22/23rd at London Olympia. Visit them on stand H35. Alternatively, catch them on https://www.activehousing.co.uk/ or on 0800-023-9024. For HOMES they have a number of free passes. Grab one while you can!

Learn more about Yarlington Next-Gen here 

Related Post: Got vacancies? Share them for free here... 


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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Supertramp – The Logical SongSupertramp – The Logical Song.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here

Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.

File Under: 360,1stTouch,4Js. , 07854655009 ,365Agile," """" ",,#UKHousing,#HousingDAY, #HomesForBritain,#InternetOfTenants, #Shout,1st Touch,3squared,Accuserv,Acutence,Aareon,Academy,ActiveH,AirWatch,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos, Asprey e-state pro,ActiveHousing,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview,Agile365, BO,BPR,Browser Applications,Business Objects,Business Planning, Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT,Civica Genero,Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting, Community Reward Services, Consilium, Consolidation, Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL, CRS Director, Deeplake,Development Systems,Accuserve,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013, DynamicAI, Dynamic AI, ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance, Financial Systems, Financials, Factorwise,Facebook ,Footprint,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP,Genero,GCloud,G-Cloud,HouSys,Housing software,HFI (Housing Financials interface),HG,Housemark survey,Housing Blueprint,Housemark, HRA,housingtITguy,Housing Support Pro,HousingSupportPro,Housing Options,Hometeam, Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company,housing predictive analytics, Impact Response,iPayPro,implementations,iRobot,In House,InHouse,In4,InMotion, InMotion2016, InMotion2015, InMotion2016 , Exhibition, conference,Housing Management Consultant,Housing Management Consultants, Infoflow,Information Technology,Informix,inHouse,in-house workforce,Information@Work components, Innovation,Inside Housing,Internet Portal,Internetalia,Information Management Server,IMS, Invu,Ireland,Irish,Inphase , IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, iSupport,iSupportPro, Keylogic,Keystone,Kirona,Kypera,Keypera Hometeam,Keyfax,Ledgers,Linkedin,Locality,Liquid Voice,MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS,mDesign,mobile functionality,mobile platform,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,MDM,Management,CRM2013,Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities,NPS,NPS Housing,NPS CRM,NPS Job Manager Mobile, Northgate,Notice,NROSH,NINTEX,NINTEX workflow,Natural Forms,Nintexworkflow,NPS ASSIST, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-time,Oracle,Orchard,Optitime DRS,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH, Pick,PIMMS,pimms4communities, Planned maintenance,People Value,Plus, Peoplevalue, PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin,PlanForm, Propoints, Pro-Points,predictive analytics for housing, QL,QLX,Quiss,Qlikview, QueryView,Queryview reporting,Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC,RobotAutomation,Rave Technologies (India) PVT Limited, Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, "Social Housing IT",Social Housing ICT, Scottish,Scenario, Scotland,SDM,sector,TonySmithHou,Safron,Server Virtualisation,servicing, Servitor,Sharepoint, Simdel,Simdell,SimPro,Sim Pro,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment,Symatrix Human Capital Management, TonySmithHousing, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,southview,Sunguard,Service Charges,Spotlight Service, Spotlightservice, SunAccounts, Social Housing Software Applications, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmitht, gotonysmith, tableau Business Dashboards, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing,Tony Smith That,Tony Smith That Housing IT Guy,TonySmith that housing IT, guy,tonysmiththathousing, tonysmiththathousinguy,tony smith housing guy,sharepoint, share point, SHBVN, Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy, TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, Totalmobile, Total Mobile, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,verse one,verseone,vWork,Version One,Visualmetrics,Voluntas, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley,Works Connect,worksConnect, Xmbrace,XML ,XenApp,Xen App ..

Saturday, 30 September 2017

Two Tribes

If you do the Twitter thing, follow me at @HousingITguy
or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy


I work with a vast variety of socialhousing organisations, small (a few hundred) to managing ten’s of thousand’s of properties. Some are LSVT, ALMO’s, or doing general needs housing, while many manage a mixture of those and also care, support and other areas, such as nurseries.

It’s fair to say we are a pretty tightly regulated and complex sector, although outside looking in, it might look otherwise.

The urge to form groups is something within the sector that continues and will not go away. I have worked with many groups who once joined together have got me involved, inevitably to look at how systems and digital solutions, can be combined. Why would you not?

Groups with good matching component organisations, all general needs, or all care and support perhaps, may regard that as an easy gig when merging to a single set of systems. From a pure ICT viewpoint, I can assure you, it’s been done before many times and that’s not the issue. Where the challenge comes, is if the same objective organisationally is achieved in two parts of the group, very differently with similar results.

This last week I was talking with a great contact, at a site where I have had a lot of involvement in systems and their business change journey. The conversation moved to this particular point. Anyone who reads my blog, knows how super motivated clients and (sometimes) innovative suppliers, catch my attention and really inspire me.

Here’s the situation we were talking about, a very familiar one to many, around arrears management. It’s a work stream with lots of pressure currently on it, from Universal Credit, bedroom tax and other quarters. But what do you do in a group, if composite parts achieve the set and requisite KPIs, but in very different ways. For example, one part of a group might have a crack elite arrears team, a bit like the arrears episode SAS. Another might have more of a free form scheme based resource, that organically tackles arrears. Even worse, what if they all achieve a low % arrears from GAD (Gross Annual Debit).  

I am often asked, “which approach is right”? I mean, with strong and persuasive managers, team leaders or directors, it could be like two tribes going to war.

Command and control OR more local autonomy?

That’s a tricky one for me, as where both manage to satisfy the KPI, either could be ‘right’. The challenge is, do we select one of the existing models, or find a third way. This option is the most problematic for the transformation team, as everyone needs to rethink the process.

Achieving the cultural change required is, I believe more challenging that the ICT and systems change. I bet many readers would agree. To bridge the cultural divide takes a healthy dollop of the fluffy comms medicine. This gets the corporate message across and keeps us all on the straight and narrow. I respect comms folk as they are a necessary evil, and they generally successfully oil those cultural organisational wheels for us.

Ignore the cultural change and impact and ultimately, our fancy ICT solutions and transformations will fail. Honest. I speak from experience guv. That’s why I try to make my clients aware of the importance of the cultural change element and do my best, where engaged to guide them through it. The final direction must always be decided by them, because they will be left living with it, for many years to come.

Related Post: What sort of arrears management satisfies its promises? 


_/_/_/_/_/_/_/_/

I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.

Frankie Goes To Hollywood - Two TribesFrankie Goes To Hollywood - Two Tribes.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


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