Local Boy in the Photograph

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



In a chat last week with a very well known character in certain areas of social housing and now in a slightly different area, chat turned to demos. If I had £50 for every time I had sat through a poor demo, or had one described to me, I'd be way richer than I am today. Why do suppliers do this to us? It's a particular problem where existing suppliers demo, why would that be?

Incoming suppliers, no-doubt sensing the chance to grab a new customer, will characteristically be more hungry for new business. Of course they try harder. I used to be involved in tenders and coming from what was of the smaller of the big six suppliers, I understand that whole situation.

One thing in the discussion that came out, was that local thinking was needed in these demonstrations. I remember doing demos in Scotland and Ireland, exchanging images of English sterling notes, with Clydesdale tenners and Bank of Ireland fivers. it just seemed natural to me, the way to get into the heads of your audience.

The biggest trick is actually tailoring around the prospects schemes or projects. I have driven around estates, the evening before a demo to grab a few shots, that my audience might recognise. It's simple connection with your audience.

Why suppliers think mention of English Decent Homes or Welsh standards will hit the spot in Scotland, for example baffles me. a bit like mixing up a P1E and a Prevent1. I am sure you get the picture.

Also, another big bugbear of mine is a demo kit with poor or missing data in it. Blimey, that is the schoolboy error isn't it? Again if I had £50 for everyone who could say they were in a demo and someone said "It would be here, but I have not got anything set up" or similar.  Well as the late, great Victoria Wood might say "Beat me on the bottom with the Woman's weekly- Let's do it, let's do it tonight", these suppliers have got days, months to set this stuff up and do it. Its us poor end users who should have our rolled up mag' prepared, based on home, family and lives of grown-up women, of course (following the VW template).

Maybe sometimes, its lack of knowledge of the demo crew, or maybe lack of where the rich data is to be found in the demo database rig. I can remember still, all my data used to be in Stanley St, and although all my test surnames where based on classic cheeses, it was rich creamy and identifiable.

Selling does take effort and without it, someone else can be picking up the sale. Remember, it does take twenty times the effort to gain an initial customer, than keep them. Don't fall at the simple hurdles, to keeping them and selling more sensible relevant stuff.

So suppliers, don't forget the trick of getting the local boy in the photograph

Catch the blog monthly archive at https://archive.org/details/@housingitguy

Related Post: Asbestos is your hot potato, are you on top of it? 

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Stereophonics - Local boy in the photograph.
(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.
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Love In A Void

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

Like death, taxes and divorce, voids are pretty much a fact of life in housing. If I had £50 (or around €63 in southern Ireland) for everyone who has ever told me voids were 'black magic' or a 'nightmare', I would have a fair contribution to my self invested personal pension by now.  But, why is it such a mystery and why does IT systems not sort it all out for us?

I have worked with many organisations over the years to review, set up, implement better use of ICT for void management, including recently improved void KPI reporting.

The issue is that a lot of the people flogging void systems out there are providing fragmented or needing to be configured solutions. So it's not an "Out of the box" type job. Still, let's look at it all from a John Seddon type perspective. what are we really looking to do?

Looking at what happens in reality, most tenants give 28 days (or similar period of) notice of vacating your property. Some abscond or they may be forced out by an executed NTQ however. The first point of call is generally a voids inspection. Most systems support this and very small organisations (200 properties or less), may even track this on a whiteboard in the office. If you manage 1,000 units or more and your voids/repairs team are using one, I would pop down to ask that team, why a system is not being used. Without a system, KPI reporting is problematic and time consuming, also prone to being detached from true elemental data.

Key dates are crucial. When notice was provided/abscond occurred, where pre-inspection picked up, void inspection completion, request of works, repair completion, available for letting date, match & offer date, tenancy start date. If you are using your internal workflow and tasking properly, tasking tray should rattle when (or just before) needed, in your users email inboxes.

Total void duration generates an asset charges void loss. IE a real loss of rental income. Systems that reduces this loss are always a good thing. Opportunities to carry out the void inspection as close to the resident giving notice can really assist here. In fact, many organisations I have worked with offer incentives, for residents to allow non disruptive void works in advance of leaving. £200 may be a great investment to halve void loss.

A decent use of asset management systems will detect those 'structural changes' that might have occurred throughout the tenancy. Now that might be a randomly fitted shower, a missing wall or a cannabis farm in the loft. Happily, regardless of what the Daily Mail suggests, the latter is pretty rare in social housing. Is your organisation practically capable of doing those kind of checks? A great idea I have seen some organisations utilise, is a short void video, maybe only 30 seconds or so, can show much about a property. A useful tool for easing Choice Based Letting & CHR take-ups, also for comparison when that tenant vacates. Hopefully, your tenants will have been informed on sign-up of what's permissible. IE curtain rails = good, removing supporting walls = bad, and that charges could be levied. Your asset management module may also track condition of white goods, meter readings etc.

This might now be an opportunity to complete any previously refused planned works, such as full rewire, kitchen, bathrooms etc. While this may extend the void period and necessitate recoding as a major void, it could increase desirability or rental income, if reclassified as a different type of let. Structured assessment of costs is an important element of this. It's possible that the void might be more valuable to us sold. Many RSLs set a threshold cost on voids and may consider sale if exceeded. Voids may well feed into any 'Living Will' planning. More details on that here - http://tonysmiththathousingitguy.blogspot.co.uk/2014/05/living-wills-in-box.html

If you are lucky enough to have an internal contractor team and 20% VAT savings are available, be sure to measure that properly against local or national contractors, for accurate benchmarking. Be sure to use appropriate scheduling and mobile software to correctly sequence void works, thus further giving the potential for best use of trade operatives and other resources. It always amazes me, that a number of DLO's are afraid to measure performance/costs accurately. That is very prone to a board challenge, without facts, it is extremely difficult to challenge. I have always found facts my friends, opinions are for down the pub. More on DLO Contractor software here - http://tonysmiththathousingitguy.blogspot.co.uk/2012/01/model-dlo-workers.html

Have you enough reporting to identify outlying voids. IE Ones taking more than 10 weeks. it's not enough just to report and document them. What are the reasons for these, is anyone responsible to turn these around faster or reduce numbers of these in the future? 

After repair works are completed, how do you monitor what factors determine "Available for letting"? Can your system assist you in this task? If a new repair is logged after start of the new tenancy, related to works in the void, how easy is it to track those failures? E.G. faulty ventilation.

So, how well does your housing applications and systems assist and support your voids team in turning them around within your target KPI time and communicating status changes to others in the organisation? While in most HMS systems, set up of void monitoring takes far longer than writing the address and some dates on a whiteboard, it does promote visibility for the wider organisation. getting your voids team to think of the big picture, rather than in their silo, will generate better performance for all.

Who knows, maybe rather than voids being a problem area, you can learn to love your voids! 

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You can link with me on LinkedIn here - http://uk.linkedin.com/in/tonysmiththathousingitguy It would be great to connect !

Read on to, the Twitter RSLs just doing 9-to-5... :

http://tonysmiththathousingitguy.blogspot.com/2014/05/not-24-hour-party-people.html

Siouxsie and the banshees - Live In A Void.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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Becoming Cx

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

I must have written in these posts the phrase sometimes good things go bad and occasionally bad things come good somewhere along the line. It is a truism and I saw one positive one being played out at this last week’s Civica Conference held at Manchester Central. It was great to meet some old pals and some recent good eggs! If you are reading this, you will know who you are.

The conference does cover the vast range of Civica’s portfolio, but clearly the housing related features were of most interest to me. There were some inspirational speakers too. Andrew McMillan, Consultant and Former Head of Customer Service at John Lewis, was particularly good. He highlighted how consistency can create an exemplary customer care culture. Something that many RSL’s and housing organisations are struggling to achieve across all their channels, telephone into the customer service centre, interactions on the web and with repair operatives, (who because they wear a florescent jacket or fleece with your organisations name on it, should be able to deal with any request....).

The new Cx housing system was getting a good airing and quite rightly so I think. If I had £50 from all my more clued up housing system contacts who have asked me about it, I would have about £450 by now. Everyone switched on is curious. It’s the first new designed from the ground up housing system in 10 years and some features like the Contact Management truly are designed with future needs in mind, rather than ‘preferences for email etc bolted on later’.  Very brave in MHO and just one of the clever aspects that will make this a true player in a marketplace, against some aging solutions. If too many of your housing systems still look like DOS or Windows95, don’t bank on keeping it if you get involved in a merger. Civica are potentially on to a winner here if handled well.

On securing a drink at the Hilton bar on Deansgate, from Martyn Rees he was typically conservative about the significance of Cx, which was understandable. I would expect him to under-promise and do his best to over deliver. That's how you surprise.

I am sure he knows how good this all should be and Michael O'Reilly gave it a great overview at the Civica Housing User Group session on Thursday afternoon. I was pleased to see some of the sexier features shown, such as the forms & questionnaire designer and the Lettings application progression widget looked so good. Also proud to say to Mark Holdsworth, “that was my idea buddy”.

If handled well, implemented quickly, stops pulled out at some significant sites that are already signed up to upgrade, when its available for them, Civica have a real chance with a game changer on their hands. As any procurement person knows, for five years plus, tenders have been asking for pure browser delivery plus SQL Server.

Citrix, Terminal Services or Oracle in a browser etc, are the standard responses. With Windows8, touch screens and gestures will soon reach the office after mobile workers start to have them. If your device has a browser, your staff can join the Cx party.

Civica are tooling up too for the implementation phase of Cx. A tricky act to get that right that one, as I know myself, I have implemented enough tricky projects. Hopefully Jeff has got the A-Team signed up for that delivery outfit, hope he has got some black transit vans with red stripes on order...

If you are a UH, 4Js, CTX, Saffron or Genero user, do contact me and let me know what you think about Cx, is it something you are considering or are you squeezing more value out of what you have? Find me using the links on the right or via Linkedin.

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

The Sneaker pimps - Becoming X .


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

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

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