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 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, 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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

There's a guy works down the chip shop, swears he's Elvis

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

There is a chippy not far from me. Nice place. Dearer than your average Friday night grease station, but fair play, the food is properly good. It has just come second in the North West Chippy Awards. Well done to them too, because if the fish is decent, the chips are right, and the queue keeps coming back, that is not luck. That is somebody doing the basics properly, day after day.

But it did get me thinking. We seem to have awards for absolutely everything now. Best chippy. Best pie. Best hospitality team. Best digital transformation. Best innovation. Best customer journey. Best procurement. Best use of AI. Best critical friend. Best use of coloured sticky notes in a workshop, probably. Give it another ten minutes and there will be an award for Best Award Submission Written About Another Award Submission.

Social housing is no different. In fact, if anything, it can be a little worse. Have a dig around and you find a small mountain of them. Housing Innovation Awards. Northern Housing Awards. Digital Innovation Awards. Housing Technology Awards. Then plenty more besides, once you start lifting the lid. There are awards for landlords, awards for suppliers, awards for projects, awards for leadership, best customer service, awards for teams, best kept data awards, awards for resident engagement, and no doubt awards for turning up in a smart jacket and smiling next to a branded backdrop with a glass of warm fizzy white wine.

Now let us be honest as numerous jobbing suppliers have often told me, because somebody has to be. Some of these awards are fair enough. Some will have decent judging, sensible evidence, and proper scrutiny behind them. Some winners will absolutely deserve the recognition. But equally, there is a fair question to ask. If you buy a table or two or more, put together a slick entry, wheel out a bit of polished marketing fluff, and get your people scrubbed up and into the room, are you suddenly in with a better shout? And if you buy three tables, is that even better? Does the trophy go to the best solution, or the best-presented evening out?

That might sound cynical, but only because plenty of people in this sector have seen how the game works. Awards can easily become part celebration, part marketing exercise, part sales tactic. There is nothing illegal or shocking about that. It is just real life. The problem starts when people begin treating awards as if they are proof. They are not. At best, they are a clue. At worst, they are shiny nonsense in a glass cabinet. A little vulgar to many in a sector increasingly squeezed and needing to give more to residents. Lets not lose sight of them.

A supplier having an award does not automatically mean their product is right for your organisation. It does not mean the implementation went well. It does not mean the reporting works. It does not mean the users like it. It does not mean the data migrated cleanly. It does not mean the repairs team are happier, the finance team are quicker, or the housing officers are no longer swearing at the screen by half nine on a Monday morning.

And that is the bit that matters.

In social housing especially, too many buying decisions still get nudged along by noise. A strong brand. A glossy stand. A confident sales team. A case study that sounds a bit too perfect. A 12 month implementation that actually took four years from contract signing. An award logo dropped into the slide deck as if it settles the argument. It does not. Contracting bodies should not be choosing solutions just because somebody won something in a hotel ballroom. They should be matching their own needs to what a solution can actually be proved to provide.

That means proper evidence. Prescriptive demo’s. Asking all the right questions. Real reference sites. Clear fit to requirements. Strong data migration thinking. Reporting that works in the real world, not just in a scripted demo. Customers who have stayed the course and still speak well of the product after the confetti has been swept up. Not just who bought it, but who kept it. That last bit matters more than suppliers like to admit.

Because in the end, whether it is a chippy or a housing system, you cannot beat pure graft. You cannot beat a great product, nor service consistency. You cannot beat customers who come back because they want to, not because they are trapped, too tired to move, or halfway through a ten-year contract.

That chippy near me probably did not come second because of a clever awards strategy alone. It likely came second because enough people rate the food (including me), the standards, and the experience. Fair play. But in social housing technology, the stakes are a lot higher than who gets the nicest plaque and a few LinkedIn likes the next morning.

So yes, enjoy the awards night. Clap for the winners. Put the photo on the website. But do not confuse trophies with truth. In this sector, the real prize is not a shiny logo for the footer of a bid document. It is delivering something that works, keeps working, and keeps customers satisfied.

Everything else is just batter my friend 😉

Are you looking for transformation and the right solutions for you ? 

Get in touch , I will drop in for a cuppa & bring the Hobnobs ☕

       Related Post: Maybe the right Critical Friend, is what you need.

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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.

Kirsty MacColl - There's a guy works down the chip shop, swears he's Elvis

(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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Times Change

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

Late autumn this year I found myself doing something that felt oddly symbolic of where #socialhousing systems tech is right now. One day in London, I was sat in a room full of people talking about CRM platforms, cloud everything, Agentic AI and transformation. The very next day I was with a long-established UK HMS supplier, still wrestling their way through cracking full browser compatibility, legacy architecture, and the sheer effort of dragging decades of product forward into a modern world to make it saleable.

The contrast could not have been sharper.

The CRM event had an almost evangelical feel to it. Satisfied users. Big smiles throughout. Big stories. Also some big price tags for some. Organisations talking openly about spending significantly more than they ever would have done on a traditional housing management system, but justifying it because it delivered what they needed operationally with less grief. You could feel the belief in the room. Not just belief in the product, but belief in the journey they had chosen. OK Rev Blackgrape, "Whose souls are we gonna save" ?

The HMS day felt very different. Not bad, not negative, but grounded. Practical. Good to see they were honest about the challenges. You could sense the effort going in, but also the drag. The dead-weight of history. The compromises that come from having to modernise something that was never designed for browsers, cloud delivery, SAAS or rapid iteration in the first place. You can see why some recent would be ‘has-been slayers’ thought it best to just start from scratch.

Which pretty much sums up 2025 for me.

Across this last year I have helped some clients decide that a CRM platform genuinely was the right answer for them. Others who had already gone down that road and then needed help finding a way back to a more traditional HMS. And plenty where CRM was never really a contender at all, because the complexity, user seats cost, current absent IP or operational risk just did not stack up. There truly is something for everyone, as I proved in 2025 for the small (under 190 homes) up to the large (over 38k homes) providers.

So where is the market actually up to now?

There is a growing narrative that only CRM platforms can innovate. That they are the only ones moving fast, experimenting, releasing new functionality, AI Agents and responding to modern expectations. Meanwhile some HMS suppliers are still accused of undertaking radial rubber tyre 70's style retreads. Recent HMS supplier consolidation has certainly not helped. New user interfaces bolted onto old cores, maybe flat text data exchange. Browser layers masking systems that were never meant to live there. Old legacy functionality dropped and not carried through. Innovation slowed not by lack of intent, but by technical debt.

There is some truth in that I think, but its not the whole story.

CRM platforms absolutely can move fast, especially when they are not carrying decades of housing-specific programming baggage. But speed comes at a price. Cost, complexity, dependency on extensive reseller led configuration, and the need for organisations to effectively build their own housing system on top of a general purpose CRM platform. Easy and flexible access to data, often assumed / promised, often not so seen in reality. For some providers, that is empowering. For others, it becomes exhausting, after all we are in the business of managing stock, not developing software !

On the HMS side, the big question is whether serious innovation is possible while parts of the product estate are still incomplete, partially browser based (on the journey..), or constrained by older architectural decisions. Can suppliers genuinely leap forward while also keeping the lights on, via potentially a shrunken help desk, for thousands of existing customers. Some will manage it. Some will struggle. And some will quietly fall further behind than they care to admit in their Powerpoints..

For housing providers, councils with retained stock, the last ALMOS, AHB’s, and charities, this leaves a pretty uncomfortable middle ground. Do you bet on the flexibility and promise of CRM and accept the cost and effort. Do you stick with traditional HMS and hope the innovation curve steepens. Or do you end up walking one path, only to later retrace your steps when reality bites?

I have seen all three this year (and the fourth choice of the ultra-modern HMS cloud built from the ground up too).

What feels certain is that 2026 is not going to be any calmer. Housing system procurement decisions will be likely to get harder, not easier. The stakes will keep rising. And the gap between what suppliers say is possible and what organisations can realistically absorb will be tested more than ever.

Interesting times ahead. Not always comfortable ones. But definitely interesting for journeying beyond this first 25% of the twenty first century. If what I have covered here sounds familiar to you and your organisation, maybe that’s a ride we might be able to work together on getting you to where you need to be.

Is your SocialHousing  ICT / transformation project drastically overrunning  ? 

Get in touch , I will drop in for a cuppa & bring the Jammy Dodgers ☕

       Related Post: The right Critical Friend will save you stress, time (and money) ?

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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.

New Order – Times Change

(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,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,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,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 Enterprise,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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