Pioneer To The Falls

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

Only the other week I was reminded there is a useful little trick when watching a housing software demonstration, particularly from those bigger suppliers out there hoovering up applications like there is no tomorrow. 

While everyone else is admiring the shiny dashboards, brightly coloured tiles and suspiciously flawless customer journey, have a quick glance at the browser’s URL bar. It can tell you rather more than the suppliers death by PowerPoint does.

What is being presented as one seamless, fully integrated supplier platform may actually be several separately acquired products, still running on different domains, different technology stacks and, occasionally, entirely different login arrangements. The supplier may have applied the same colour palette, added its logo in the top corner and carefully rehearsed the demonstration so nobody notices the joins, that's the smoke & mirrors. 

It is the software equivalent of badge engineering. New grille, fresh paintwork and a familiar badge on the bonnet, but quite a lot underneath has come from somewhere else entirely. Like the 1980s Triumph Acclaim, that was really just a (very reliable) Honda Ballade underneath. Probably one of the best cars British Leyland never built actually! 

There is nothing inherently wrong with acquired products. Buying a decent application can add useful functionality to a wider product suite much faster than attempting to build the whole thing from scratch. The problem starts when the demonstration implies a level of integration, maturity and live customer use that has not yet been achieved. Its not just housing systems either, HR/Payroll, Asset Management & others all can suffer from this phenomenon. 

The demonstrator moves confidently from CRM into housing management, repairs, scheduling, mobile working/field service, payments and reporting. Screens open, data appears and nobody has to type the same tenant reference into four different systems. It all looks sexy & marvellous, and the natural assumption is that several other landlords must already be running this exact combination successfully.

Sometimes they clearly are not.

One customer may use the CRM. Another may use the repairs module. Somebody else may have implemented the mobile application. There may even be a landlord trialing the scheduler. But the complete collection of products being demonstrated may never have operated together in a live housing environment.

That is a rather different proposition. A landlord can believe it is buying a proven integrated platform, only to discover halfway through implementation that it is actually the first organisation attempting to deploy that exact mixture of products, interfaces, data flows and business processes. At that point, the word “customer” quietly becomes “pioneer”. We have all seen them in the Hollywood cowboy films, generally the ones with the arrows in their backs!

Suppliers generally prefer more uplifting terminology. Strategic partner. Early adopter. Design partner. Lighthouse customer. All lovely phrases. They can also mean you are helping them finish the product (or maybe start it!).

Being first is not automatically a disaster. It can bring greater influence over the roadmap, more attention from senior supplier staff and an opportunity to shape how the solution develops. It can also bring considerably more testing, integration risk, consultancy days, workarounds and meetings involving sentences such as, “That might be available in the next sprint/release.”

You may also discover that things you reasonably regarded as defects are being logged as enhancement requests. Apparently, expecting two products sold as an integrated suite to exchange information correctly can sometimes be quite an ambitious customer requirement.

The key question during any demonstration is therefore not simply, “Can the system do this?” Most suppliers can make something appear to work for 12 minutes in a controlled demonstration using carefully prepared data.

The better question is, “Which live customer is using this exact combination, in this exact way, today?”

Not a customer using one of the modules. Not a customer planning to implement it next year. Not a customer who has signed a contract but has yet to go live. Not somebody who attended a webinar and said it looked promising.

A real, live customer using the same products, the same integrations and broadly the same processes, at a comparable scale. Then ask to speak to them.

If nobody can be named, the demonstration has not necessarily shown you a proven integrated solution. It may simply have shown you a rather attractive experiment.

….and you may be about to pioneer it all the way to the falls.

Are you lumbered with legacy solutions & unsure whats out there ? 

Give me a call, I will drop in for a brew & bring the chocolate gingers ☕

       Related Post: Make the most of demos, ask the right questions and understand the answers

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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.

Interpol - Pioneer To The Falls

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here , what projects do we get involved in? Access them 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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveF,ActiveFinance,ActiveHousing,Acutence,Advanced,Affinity,Aidenn,Agile,Agile365,AHB,AirWatch,Alscient,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,BrikHousing,Browser Applications,BC, Business Central, Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of 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from,GoTonySmith,Grasp,Grip,Group Apex, HCL,HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw,HousingOne,Housing-One, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IPC,iProperty Cloud,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfinityGroup,InfoBoss,Infoshare+,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab,InclineIT, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Looking Local, M3,MadeTech,Manifest Software Solutions,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,More IQ,MoreIQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ, MRI,MRI/Capita,MRI Housing One, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omni,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plentific,Plus,Portfolio Management 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. . . . . . . . . . . . ES | FR | DE | IT | UK

Barfly

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

There is something properly refreshing about seeing a software company do something a bit different and actually mean it. 

Far too much of the social housing (or maybe ‘Real Estate’ 🤔) systems world still feels like it is run from the same old script. Same polite corporate waffle. Same safe office parks. Same legacy thinking with a bit of new AI branding chucked on top and called transformation. So when the Rubixx folks, a UK software house decides that the right next step is not some identikit glass box, but an ex-country club in Staffordshire, and the FT writes about it    that gets my attention straight away.

And honestly, good on them.

There is a confidence in that sort of move. It says we are not trying to cosplay Silicon Valley from a business park off M6 junction 15. Doing our own thing, in our own way, on our own patch. In proper potbank oatcake land too, which only adds to the charm. Stoke-on-Trent City Council apparently seem to like the mood music as well, and fair enough. If you are trying to bring jobs, energy, innovation and a bit of life into an area, you could do a lot worse than backing a growing UK software business that is clearly not short of ambition and attitude.

What I particularly like is that this is not style over substance. It would be easy enough for some firms to get attention with a quirky office and then have nothing behind the curtain except a beanbag, company strapline on the backwall, a neon sign and a waterfall product roadmap held together with hope. But that is not the story here. In about three and a half years they have produced three genuinely modern SaaS browser-based products across Housing, Finance and Support Planning. Full cloud. Proper Responsive Browser. Modern delivery. Over 30 live customers. And, from what I keep seeing & hearing, a very decent number of them are not just live, but actually happy. In housing software, that is not a small thing. That is the bit worth pausing on.

Because as we know, anybody can sell the dream in a demo. Plenty do. The trick is in migration, delivery, cutover, support, stabilisation and whether the customer still sounds cheerful once the consultants have gone home and the final invoices have landed. That is where things get real.

Over Easter I was involved in helping a good-sized and complex provider in Scotland get live with Rubixx housing and finance. That sort of go-live does not happen by accident. It takes nerve, hard graft, responsiveness, teamwork, supplier effort, customer effort, and a willingness to deal with the awkward realities rather than just admire the PowerPoint. So when I see a supplier building momentum and getting complex organisations live successfully, I take that seriously. It matters more than polished sales patter ever will.

And perhaps that is the bigger point. The housing sector does not need more fake modernity. It does not need another tired old platform with a thin browser wrapper and a fresh logo pretending to be born in the cloud. It needs suppliers who can think differently, build properly, implement competently and support customers like they matter. It needs suppliers that feel like they are moving forwards, not just charging annual maintenance on yesterday’s architecture while telling everyone “to be patient”.

So yes, the country club thing made me smile.

In truth it gave me a slight flashback to the 1980s, when work culture in some places still involved the odd liquid lunch and a level of informality that would send today’s HR departments into cardiac arrest. I am not necessarily recommending a full return to three pints and a prawn cocktail before a finance workshop, but there is something appealing about a software business whose workplace has a bar on site. It beats the usual modern corporate bribe of a sad fruit bowl, a branded hoodie and the once-a-month Friday pizza session that everyone is expected to be wildly grateful for. If they are really serious, they will make sure the bar includes some proper real ale and not just the usual fashionable fizzy nonsense. As a CAMRA member, I feel duty bound to mention that. Of course if getting Cask Marque certified might be one step beyond, maybe just some interesting bottles & cans might suffice. As Frank Cartwright told Brian Potter in Phoenix Nights, “they are the future” !

But beyond the humour, there is a serious point here too. Culture matters. Environment matters, standing by your promises matters. The physical place a company chooses says something about how it sees itself. A former country club is not just a gimmick if it helps attract staff, gives customers a memorable experience, creates a bit of buzz and reflects a business that is prepared to be bold. In a sector where too many suppliers still feel like they were assembled by committee, a bit of personality goes a long way.

And I suspect customers notice that difference.

Housing providers have spent years being told to make do with legacy platforms, sluggish development, shrinking dev teams, expensive change requests still on hold and the general sense that they should be grateful for whatever turns up in the next release cycle. So when they encounter a supplier that feels more modern, more human and more switched on, it stands out. When they then go live and start seeing benefits, the contrast with older, almost Mesozoic Era supplier experiences becomes even sharper.

That is why this matters beyond one interesting office move. It is a sign, perhaps, that some parts of the housing software market are growing up a bit. Becoming bolder. More confident. More willing to challenge the old order. Not by shouting loudly, but by building, delivering and steadily winning contracts and trust.

There is room for that in this sector. More than room, actually. There is a need for it.

So yes, fair play. A growing UK software house, no offshoring, modern cloud products, strong customer momentum, and an HQ that sounds more like somewhere you might actually want to visit than a beige office cube with bad coffee and worse acoustics. That is different thinking. And in a housing systems world that can still be painfully conservative, different thinking done well is something to celebrate.

Now then, if the next customer briefing starts with a decent pint of real ale in the clubhouse bar, or a bottled Impy Stout rather than a curled-up sandwich and a stale biscuit, I may start insisting all software procurement's are run that way. Some old traditions are worth keeping.

Are you lumbered with legacy solutions & unsure whats out there ? 

Give me a call, I will drop in for a brew & bring the Tunnocks Teacakes ☕

       Related Post: Remember that soft-market exploration is a great way to see whats out there.

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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.

Ray LaMontagne - Barfly

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here , what projects do we get involved in? Access them 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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveF,ActiveFinance,ActiveHousing,Acutence,Advanced,Affinity,Aidenn,Agile,Agile365,AHB,AirWatch,Alscient,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,BrikHousing,Browser Applications,BC, Business Central, Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cx Assets, Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx,CxFeedback, DRS,Deeplake,Datatank,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365,Dynaway ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Esuasive,Esynergy,Etive,Exhibition,Exponential-e, F&O, Facebook,Factorwise,Fast Lean Smart, Field Service management,Finance,Financial Systems,Financials,FLS,Footprint,Forms,Freezes,Fusion,Fuzzlab Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HCL,HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw,HousingOne,Housing-One, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IPC,iProperty Cloud,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfinityGroup,InfoBoss,Infoshare+,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab,InclineIT, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Looking Local, M3,MadeTech,Manifest Software Solutions,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,More IQ,MoreIQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ, MRI,MRI/Capita,MRI Housing One, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omni,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plentific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propeller,Propoints,Proval,Providers,Pyramid, QL,QLX, QLF, QL Yuneo,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,ROCC Orchestrator,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,ROCC Attend,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,Rubix,ROCC, Rocket,Rubixx, Salesforce,Salesforce.Org,SAP,SASSHA,Sava,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions, Solvares, Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Techlabs,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Tilt,TiltAffinity,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visitour,Visualmetrics,Voice,Voice and data,Voicescape,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, Yuneo,TS Acutance Consulting, ...

. . . . . . . . . . . . ES | FR | DE | IT | UK

Sorted

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

There is a special kind of optimism found only in software supplier helpdesks. Not that anyone often has a good word for internal or external ones these days. It is the optimism that says a problem affecting real users, doing real jobs, on a wet Tuesday afternoon, can be marked as “resolved” because a future software release might, possibly, allegedly, include something that sounds a bit like a fix. Not fixed now, OBVs. Not fixed in the version the customer is actually using. Not fixed in any way that stops Doris in rents, Ahmed in repairs, or Lisa in the contact centre from having to invent a daily workaround involving three browser tabs, a spreadsheet, and a quiet swear. But fixed in spirit. Fixed on the roadmap. Fixed in that wonderful fantasy kingdom where version 12.4.7 is coming soon, all known issues have vanished, and everyone lives happily ever after in a clean release note.

I do have some sympathy, because many years ago when on the supplier darkside I did a week each month on a software helpdesk myself, so I know the pressure to keep queues moving, manage expectations, stop calls festering, and keep the statistics looking vaguely respectable. But there is a world of difference between managing a ticket properly and making it disappear because the words “future release” have appeared in the supplier crystal ball. The customer logs a fault. The supplier investigates. Someone says, “Yes, that is a known issue.” Then, as if by magic, the ticket is closed because “this is addressed in a future roadmap release.” Lovely. Except the user is not living in a future release. They are living in today’s release, with today’s broken process, today’s complaint from a tenant, today’s arrears letter that did not generate properly, today’s repair order that won’t behave, or today’s report that produces the sort of numbers usually seen on a fruit machine. 

Closing a ticket because a fix is promised later is a bit like a garage handing your car back with the brakes still dodgy and saying, “Don’t worry, the next model has improved braking.” That may be technically interesting, but it is not terribly helpful when you are already halfway down the hill. The future fix might arrive in three months. Or six. Or it might slip into the next release, miss ‘the sprint’ altogether. Or it might fix the problem for one customer configuration but not another. Or it might fix the obvious symptom while leaving the underlying daftness ( & data wibble ) untouched, like painting over damp/mould and calling it a housing regeneration strategy. And, of course, once the ticket is closed, the supplier’s statistics look better. Fewer open issues. Better resolution times. Tidier dashboard. A warm little glow in the service review pack. Meanwhile, back in the actual organisation, the workaround is still alive and well, staff are still wasting time, managers are still chasing, confidence in the system and supplier is still being slowly sanded down, and the customer has not received anything like a fix. They have received a promissory note with a version number on it.

There is a simple principle here. If the customer still experiences the problem, the issue is not closed. It may be linked to a future release. It may be awaiting development. It may have a target fix version. It may even have a workaround. But it is not resolved. Maybe suppliers need more honest ticket statuses, such as “awaiting customer confirmation of resolution” and “awaiting upgrade/bugfix application & customer confirmation of resolution”, so everyone can see the truth of where things actually stand. That would protect suppliers from endless duplicate tickets, but also protect customers from the nonsense of problems being quietly buried before anyone on the customer side has confirmed they have gone away. 

A future release is not a fix. It is, at best, a hopeful promise. And as anyone who has worked in software for more than ten minutes knows, promises in release notes are sometimes like supplier demo dashboards: very shiny, very confident, and occasionally from the same broad family as fiction.

Suffering a legacy supplier and a less than optimal helpdesk? 

Give me a call, I will drop in with the Hobnobs and we can share some war stories ☕

       Related Post: Ever experienced a proper 24/7 international help desk?

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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.

Pulp – Sorted for E’s and Whiz

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here , what projects do we get involved in? Access them 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.

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Dark Maven

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

I read an interesting article in last weeks Guardian about AI targeting of that girls school in Iran and possibly how that went pear-shaped. While most of what papa Trump touches goes wrong this is a surely data shaped cock-up.

The bit in that article lands harder than all the usual breathless AI chat, because it gets to the real problem. It was not some magic machine turning evil on its own. Surprise, surprise it was stale data, bad assumptions, poor governance and human beings building speed on top of shaky foundations. That is the bit people in SocialHousing and Asset Management ought to be paying attention to, because we are in danger of doing our own smaller-scale version of exactly the same thing.

No, social housing is not a war zone (I mean now and again it may feel so!), and I am not being melodramatic. But the underlying lesson is the same. When old, wrong, shanky or incomplete data is fed into newer, faster, more sophisticated reporting tools, the output can look clever while being fundamentally unsound. The system appears confident. The dashboard looks polished. The report has plenty of decimal places. The presentation to the board feels reassuringly modern. Meanwhile the underlying asset data might be a mess. Only our asset management colleagues at the sharp end may actually realise this.

That is our Achilles heel.

I see far too much discussion at the moment about clever tools, predictive analytics, AI, optimisation engines, automated investment planning and all the rest of it, with nowhere near enough honesty about the quality of the data sitting underneath. If your component records are patchy, if installation dates were guessed fifteen years ago during a rushed LSVT stock condition exercise, if replacement history, or subsequent SCS's have not been consistently updated, if attributes have been bulk-loaded from old systems with half the meaning stripped out, then wrapping that in shiny new software does not create truth. It just creates faster nonsense.

And housing does love a bit of faster nonsense at times. We have all seen it. A landlord buys a new asset system, or switches on a new reporting layer, and within five minutes someone wants a thirty-year investment profile, a full life cycle costing model, and a heat map of future liabilities by estate, archetype and component. Lovely stuff on paper. But if your kitchen data is wrong, your roof data is vague, your windows are classified three different ways (by spot cost, by unit, by archetype, or a bit of all?), and half your components are defaulted to generic dates because nobody knew the real answer, then that LCC report is not a strategic asset. It is an expensive comfort blanket.

That is the danger with life cycle costing in particular. People often talk about it as if it is some kind of grown-up, evidence-led answer to long-term planning. In principle, it can be. In practice, it is only as good as the component data, assumptions and replacement rules beneath it. If the dates are wrong, the quantities are wrong, the useful lives are generic, or the survey data is incomplete, then the report can give a completely false sense of control. It can tell you with great confidence that spend will peak in year eight, flatten in year twelve and rise again in year nineteen, when in reality it is built on a pile of half-remembered survey notes, inherited coding structures and wishful thinking.

This is where people get seduced by sophistication. They think the answer to poor information is a better tool. Sometimes the answer is a torch, a clipboard, a proper data model and a grim few months of sorting out the basics. That is less exciting, of course. Nobody gets invited to a conference to say, “we cleaned up our component hierarchy, tightened our validation rules and stopped pretending unknown dates were known.” But that dull work is often worth more than the glossy AI strategy that comes afterwards.

In the article I highlight,  failure was not simply “technology”. The failure was letting a system run at speed while relying on information that no longer matched reality. That should ring bells in housing. We do it when asbestos records are incomplete. We do it when stock condition data is old. We do it when compliance statuses depend on weak integrations. We do it when repairs history does not feed asset intelligence properly. We do it when planned works teams, compliance teams and housing management all hold slightly different versions of the truth and nobody is quite sure which one drives the report to the board.

Then along comes a new supplier or a new platform promising insight. Suddenly old problems are dressed up in modern clothes. Instead of one vaguely  unreliable Excel spreadsheet, you get a dynamic dashboard. Instead of a crude five-year plan, you get scenario modelling. Instead of a rough estimate, you get “predictive” forecasts. But prediction based on bad source data is not insight. It is theatre.

That is the bit I think the sector still does not say loudly enough. Data quality is not some boring back-office technical issue. It is operational risk. It affects compliance, investment, tenant safety, financial planning and organisational credibility. If you do not know what components you have, where they are, when they were installed, what condition they are in, and whether that information has been properly maintained over time, then the fancy reporting layer is not your salvation. It is just a better quality mirror for your confusion.

And to be fair, this is not always laziness or incompetence. A lot of landlords are carrying legacy data structures and systems that were never designed for today’s expectations. They have been through mergers, outsourcing deals, stock transfers, system migrations, rushed mobilisation exercises and years of under-investment in proper data stewardship. Bits of the truth are scattered everywhere. The asset system says one thing, repairs says another, finance codes something differently, and the survey programme has never fully caught up. Then somebody asks for a fully costed decarbonisation pathway or a stock reinvestment plan by component and tenure, and wonders why the answers wobble.Because the data wobbles, so them we assume the system is wibble.

So before anybody gets too excited about AI, digital twins, predictive replacement models or miracle dashboards, there is a simpler question worth asking. Do we trust the component data? Not “is there some data”, not “can the system produce a report”, but do we genuinely trust it enough to make expensive, high-impact decisions from it? If the answer is no, or even “sort of”, then that is where the effort belongs.
 

There is no glamour in saying your first priority is data assurance, better survey discipline, tighter updates from planned works, cleaner integrations and proper governance around defaults, assumptions and exceptions. 

But that is the grown-up answer. In housing, as in every other serious field, speed built on stale data is dangerous. The consequences may differ, thankfully, but the principle does not.
 

We should remember that every time someone waves a shiny new tool in front of us. Clever software cannot rescue weak asset knowledge. It can only amplify it. And if we are honest, that is probably the real lesson here. Our problem is not that housing lacks sophisticated systems. It is that we still too often ask sophisticated systems to compensate for basic uncertainty. That never ends well 

Is your organisation struggling to justify a software change, or worried not everything has been covered? 

Get in touch , I will drop in for a cuppa & bring the Fox's Chocolate Gingers ☕

       Related Post: As a client told me recently, the right Critical Friend, will potentially save you more money than you spend.

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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.

Mansun - Dark Mavis

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009


Access a quick list of our Social Housing ICT blog posts here , what projects do we get involved in? Access them 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: #HomesForBritain,#HousingDAY,#InternetOfTenants,#Shout,#UKHousing, 07854655009, 1st Touch,1stTouch,360,365Agile,3squared,4Js, ACL,ALMO,AMS,AX,Aareon,Abritas,Academy,Accuserv,Accuserve,Active Housing,ActiveH,ActiveF,ActiveFinance,ActiveHousing,Acutence,Advanced,Affinity,Aidenn,Agile,Agile365,AHB,AirWatch,Alscient,Alfresco,Alignment,Allpay,Amazon Web Services,Anite,Apex,App,ArchHouse,Archouse,Asprey e-state pro,Asset Management,Associates,Aurora,Average IT Costs,AWI SX Integration Toolkit,AWS, BI,BO,BPR,BancTec,BigChange,Blockwise,BluTek,Bluebox,Blueprint,BrikHousing,Browser Applications,BC, Business Central, Business Objects,Business Planning,Business Process Review,Business social networking, CACI,Capita One Housing,CBL,CCS IT Keystone CCSIT,CEDRM,CHICS,CHR,CIH,CMS,COA,CORE,CPL,CRM,CRM2013,CRS,CTI,CTX,Cadcorp,Capita,CapitaOne,Capita One,Capital Management,Cashflow,Castle,Castleton,Castleton Technology,Cedar Open Accounts,Cerrus,Change,Charges,Chartered Institute Of Housing,Cheaper Housing IT,Chics, Citrix,Civica,Civica CTX,Civica Cx,Civica Genero,Civica Saffron,Clearview,Clik,Cx Assets, Cloud Dialogs,CloudDialogs,Coactiva,Codeman,Comino,Commontime,Community Reward Services,Company,Competitive Dialogue process,Component Accounting,Consilium,Consolidation, Consultancy,Consultant,Consultants,Contact Manager,Context,Contractor Systems,CorVu,Cost Reductions,Covalent,Crystal Reports,Customer Relationship Management,Cx,CxFeedback, DRS,Deeplake,Datatank,Designer Software,Development Systems,Director,Document,Documotive,Docuware,Dynamic AI,DynamicAI,Dynamics 365,D365,Dynamics365,Dynaway ECMK,EDM,EDRMS,ERP,ESRI,Elmhurst,Enghouse Interactive,England,English,EnterpriseBI,Estatecraft,Esuasive,Esynergy,Etive,Exhibition,Exponential-e, F&O, Facebook,Factorwise,Fast Lean Smart, Field Service management,Finance,Financial Systems,Financials,FLS,Footprint,Forms,Freezes,Fusion,Fuzzlab Gas Tag,G-Cloud,GCloud,GDPR,GGP,GIS,GasTag,Genero,GeoSolveIT,Getting best from,GoTonySmith,Grasp,Grip,Group Apex, HCL,HFI (Housing Financials interface),HG,HRA,Hardware,Hitachi Systems,Hitex,HomeMaster,Hometeam,HouSys,House,Housemark,Housemark survey,Housing,Housing Contact,Housing Group,Housing Insight,Housing Management,Housing Management Consultant,Housing Partners,Housing Portfolio Management System,Hub Asset Management,Homeswapper,Housing jigsaw,HousingOne,Housing-One, Housing Support Pro,HousingIT,HousingSupportPro,HyperOptic, IMS,IPC,iProperty Cloud,IT,IT Budget,IT Training,ITIL,Impact Response,In,In4,In4Systems Promaster,InfinityGroup,InfoBoss,Infoshare+,InHouse,InMotion,InMotion2015,InMotion2016,InfoBoss,Infoflow,Information,Information Technology,Information@Work components,Informix,Innovation, Informetis,Inphase,Inside Housing,Insight,Internet Portal,Internetalia,Invu,Ireland,Irish,itLab,InclineIT, Keyfax,Keylogic,Keypera,Keystone,Kirona,Kypera,Keynamics, Landlord,Ledgers,Linkedin,Liquid,Locality,Localz,Looking Local, M3,MadeTech,Manifest Software Solutions,MAVIS,MD,MDM,MI,MIS,MIS-AMS,MISCS,MRI,MS Dynamics,MRI,MS Dynamics CRM2011,Microsoft365,microsoft 365,MWL,Management,Management Server,Manifest,Measuring,Mebus,More IQ,MoreIQ,Microsoft Dynamics 365,Microsoft dynamics GP 2013,Miracle,MobileIron,Mobysoft,Monopoly board images and pictures,Montal,Mr Void,MriEngage,MrVoid,MoreIQ, MRI,MRI/Capita,MRI Housing One, NDL,NINTEX,NINTEX workflow,NPS,NPS ASSIST,NPS Housing,NPS Job Manager Mobile,NROSH,Natural,Neighbourhoods and Communities,Nintexworkflow,Northgate,Northgate Codeman,Northgate Public Services,Notice, OA,OGC Buying Solutions,OJEU Limits,ORS,Ohms,OmFax,Omni,Omniledger,One,OneAdvanced,OneServe,Open source,OpenContractor,OpenHousing,Opti-time,Options,Optitime,Oracle,Orchard,Outsource and outsourcing,OutSystems, PIMMS,PIMSS Data,PM,PRINCE2,Paloma,Pamwin,PanConnect,People Value,Peoplevalue,PfH,Pick,PlanForm,Planned maintenance,Plentific,Plus,Portfolio Management System,PowerObjects,Pro,Pro-Points,Prodo,Progress,Promaster,Propeller,Propoints,Proval,Providers,Pyramid, QL,QLX, QLF, QL Yuneo,QuantSpark,Qube,QLX,Qlikview,QueryView,Queryview reporting,Quiss, RM865,ROCC,ROCC Orchestrator,RPs,RSL,Rave,ReAct,Reality,RedkiteCRM,ROCC Attend,Red Olive,Registered,Registered Social,Rent Increase,RentSense,RentSenseLite,Repairfinder,Reporting,Reports,RobotAutomation,ROCC, Rocket,Rubixx, Salesforce,Salesforce.Org,SAP,SASSHA,Sava,SDM,SHBVN,SM,SOTI,SP,SQL,SQL Open Housing,SQL Reporting,SQL Server,Saffron,Safron,Saturn,Scenario,Scotland,Scots,Scottish,Scout,Sequoa,Serengeti,Serros,Server,Service,Services,Servitor,Sharepoint,Sim,SimPro, Simdel,Simdell,Slash and Burn,Social Housing ICT,Social Housing Software Applications,Social Media,Software,Software solutions, Solvares, Spotlight Service,Spotlightservice,Star rating,Stores and Stock,Strategic,SunAccounts,Sunguard,Surveys,Streetwise, Swordfish,Sx3,Symatrix Human,System alignment,Systems,Systemwise, T-Files,TEAMS,TED,TFiles,TP Tracker,TSG,Tagish Casework,Tagra,Task,TAIM,Techlabs,Technologies (India) PVT Limited,Telecetera,Template,Terminal Services,That,Three Star,Tilt,TiltAffinity,Today,Tony Smith,Tony Smith That Housing IT Guy,TonySmith that housing IT,TonySmithHou,TonySmithHousing, ,TonySmithHousingITguy,Total,Total Mobile,Totalmobile,Trace,Tribal,Twitter, U2,UC,UK,UK Housing,Ukhousing,UniClass,Unidata,United Kingdom,Universal,Universalcredit,Universe,Unrest, Valueworks,Van Stock,Vantage,Vantage Sentinel,Version,Virtualisation,Visitour,Visualmetrics,Voice,Voice and data,Voicescape,Voluntas, Wales,Welsh,Wheatley,Windows Server,Workflow and,Work Hub,Works Connect, XML,Xen App,XenApp,Xmbrace, Yuneo,TS Acutance Consulting, ...

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