Saturday 28 July 2018

Letting It All Blow


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



I was at a conference a few weeks ago, where the conversation with a group of very repairs orientated people, turned to repairs encountered within the first few weeks of a new tenant moving in to a new home.

In socialhousing speak, this would be after a 'void' and its associated stages, inspection and repairs. Why we use technical and opaque language such as 'void' escapes me. Many reading this might have listened to Barry Marlow & I railing against such a thing, at various events & conference.

Most registered social landlords recognise a certain 'lettable standard' and pretty much have a stage or a status of the empty property, of 'available to let', after achieving the former.

Typically this ensures that the property is safe, and meets the 'Decent Homes' standard. Asset managers will be very familiar with this. To the general public, it ensures that where practical, components are reasonably modern, not in poor condition, there is a good level of thermal comfort and there are no risks or hazards. Google this on line if interested to read further.

In theory if a new resident is adequately informed about heating and other controls, importance of adequate ventilation etc, after a property is repaired to the 'lettable standard' (your landlord may provide info on this, via their website), early repairs should be minimal.

So often I see reporting and measurement of voids effectiveness, as related around the days taken to 'turn them around' and reduce void loss. Surely, putting ourselves in the tenants shoes, effective new let's are ones where no initial additional repairs are required?

Extractor fans, a common fault to be logged
post void, lack of them or noisy ones
Return repair visits are costly and inconvenience the new resident. How many landlords monitor how many repairs are logged in the first months of new lets and of what type they are? How many are actually ones that should be covered by the inspection after the previous tenant leaves and the new one comes in?

Analyse and tackle that and I would guess that new resident satisfaction would go up and reactive repair costs would come down. Part of that analysis should also be around us anticipating issues with the new resident on sign up and making them aware of what the local 'lettable standard' looks like and what is considered a reasonable repair to expect the socialhousing landlord to attend to.

During discussions, anecdotally, it was mentioned that they had noticed a recent generational shift in expectations, between younger & more mature new residents. Users of social housing need to fully understand the lower cost homes that are provided, what that offer and 'contract' is and where limitations need to be understood.

Related Post: Why are handovers from application solution sale, to implementation is like crossing a border into a third world country? 


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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.

Dazz Band - Let it all blowDazz Band - Let it all blow.
(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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Sunday 22 July 2018

She Does It Right

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




People of my age can all remember the days before everyone having web access and the days before the practical self-service, we have come to rely on. In fact, its what we have come to expect, do we not?

We practically reach for a Google search before much else these days, to check the price of something, how good people think it is, to complain, complement, order or buy stuff. Excellent and innovative self-service has meant we rarely visit banks and travel agents anymore, and we are empowered to expect anything, anytime and generally delivered in anything between an hour and a day generally.

But how have these organisations cracked the considerable barriers, of making these projects work?

I have worked with many organisations, with ambitious aims, but floundered with untried tech, dealing with multiple suppliers often locking horns like rutting stags, web user interfaces not living up to what modern self-service provides, or simply providing self-serve and hoping that ‘customers will just come’.  

A new up-coming ‘Digital Self Service In Housing Conference, in the autumn -  https://www.selfserviceconference.co.uk/ aims to sweep away some of the myths around why self-service projects struggle to get off the ground and how to tackle many of those challenges, outlined above. This I think is badly needed and naturally, will be providing some useful insights from my recent experiences.



Digital Self Service in Housing is a brand new conference for social housing that places customer self-service and digital channel shift at the heart of the discussion, ultimately answering the question:
“How do we deliver a truly successful digital customer journey?“

The themes that the conference will cover are:

•    Methodologies for delivering successful self-service projects
•    Managing multiple suppliers
•    User experience best practices for self-service
•    Online repairs reporting including self-appoint
•    Strategies for onboarding customers
•    Lessons learned from the front line

There are already six speakers lined up and I would recommend this conference to all in the sector, who would like to get digital self-service right, first time, with benefits for residents, customers and efficiencies in the back office too.
Confirmed speakers, experienced in getting the digital journey right, include:

•    Chris Reed & Karen Dumper, Yarlington Housing Group
•    Anna Robson, Livin
•    Lisa Candland, Torus Group
•    Tony Smith, Acutance Consulting
•    Adam Barrett, Access Social
•    Stephanie Duerden & Chris Thomas, Wigan Council
•    Camilla Busbridge, Active Housing

The conference is central and easy to get to in Solihull, West Midlands. Early bird delegate rates are currently available. I was also a bit cheeky and asked for an extra discount, for all readers of this blog. Just enter the code ‘DSSIH05’, for an extra 5% off, at the checkout - https://www.selfserviceconference.co.uk/register/ . Keep that quiet though, as if that gets out, everyone will be using it!


See you there, Tuesday 2nd October 2018

Related Post: when you have experienced a Critical Friend, you realise the real value of an external view on your projects & systems 


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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.

Dr Feelgood – She Does It RightDr Feelgood – She Does It Right.
(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,Housing Portfolio Management System, 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,Portfolio Management System, 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 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