Sensoria

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



We increasing hear about the IOT (Internet Of Things) and how dozens if not hundreds of sensors will be creeping into our homes & lives, to revolutionise the way we live. One bit of tech that has already, stealthily found its way into our tenant and customer lives is the Smartphone. Can you even imagine a life without one these days?

Walking around with your Smartphone you are a mobile CCTV and GPS rolled into one. What if we could harness our tenants and customers as 'sensors'? It would be good, although do you think too far-fetched, for the real world? Consider how Corries old resident 'Neighbourhood Watch' stalwart Percy Sugden, might have made use of a Smartphone?

Well, following on from my request earlier this year, for New Sensations, the super Suzy Robinson has highlighted a pretty amazing way to make this a reality. Adactus Housing in Leigh, Lancashire, (quite local to me,) have recently enhanced their 'Adactus500', which has been running already for over five years. Tenants and customers have been invited to be 'sensors' for the landlord and it seems to be going well.

Suzy, such a good egg, kindly organised my own red-carpet tour, of how they have achieved this online.



The 500 is a combination of the Adactus tenant participation and customer reward functions, all hosted online. It rendered nicely on my tablet, which is the kind of device our tenants are most likely view the site on.

Customers who sign up can earn points by getting involved in activities and also progress to a 'premium' membership upgrade. Activities are based around some elements of traditional Tenant participation, such as any RSL would certainly recognise. It includes satisfaction surveys, scrutiny panels such as for Universal Credit, and being a customer services mystery shopper. 

So where do the 'sensors' come in? Well, Adactus are looking to harness customer Smartphone's, eyes and ears, in  number of key areas. A number of activities are designed to encourage customers to share issues about their homes and neighbourhoods, capturing details via video / snaps on their phones.  Geotagging allows locations to easily be pin-pointed and Adactus staff to be alerted to many problems, potentially they would never be aware of.

Some of the current smartphone activities, included taking snaps of corridor areas and of heating controls, together with passing on comments . Successfully completing five photo tasks, is enough to promote the customer to Premium status.

Each task can be submitted just once by a 'standard' member, but repeated every 30 days by a 'premium' one.  The quality of submissions is carefully monitored, as good images are encouraged. Clear, in-focus image are obviously more useful to estate and repair teams at Adactus. Customers who can manage to achieve good quality, will then be encouraged to take more. Every time a photo task is approved, the ticker counts down until they are rewarded by upgraded to Premium.

This is encapsulated in the Adactus strategy, in the following way:

• The Group will encourage its smart-phone owning tenants to become an important part of its approach to service quality control. Through the Adactus 500, tenants will be rewarded for supplying live data (for example, images) of the condition of properties and neighbourhoods. These data will, alongside staff feedback and supervisors’ inspection results, be used to direct services such as maintenance and ASB. 

The proof of the pudding of course, is what level of sign up is being achieved? Well, as of last month it was running at 1269 out of a total of nearly 13,000 homes. So a very healthy 10%. Higher than most RSL's I generally encounter. The work on the '500' has been recognised by TPAS, as its just been shortlisted for excellence in digital involvement

I really liked the way this had been done.  It was simple and straight forward to use and I can see why so many customers are taking part, making this a success. I think Adactus are ahead of the curve here, potentially providing an imaginative template for others who can easily make use of the same innovations. A big thank you to Suzy, catch her tweets at @Suzy_Adactus

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Related Post: Time to automate your tenancy signup dont you think? 

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


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Communication Breakdown

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

Twitter is a wonderful thing. Even more so I think, when you meet some of your mutual followers in real life. I had the great pleasure of meeting one of my followers this week for a spot of lunch and a chance to put the social housing world to rights. Rest assured, next month, we will be tackling the Middle East.

Yvonne is a retired, but very active as a social housing tenant, in her community and with her housing provider. She has completed many TPAS courses and takes pride in spreading the positive message of involvement with her landlord. IMHO we need plenty more Yvonne's in our homes and many more of her age digitally connected/happy to educate others. A keen eBay'er, I put her on to Auctionstealer.co.uk and Quidco to further enhance her on-line shopping savings.

More and more retired and older residents are now being introduced to the web and how it can improve their lives. I feel that even compared with two years ago, we are in a very different place. Even Barclays are getting in on the action. They know the cash and service improvement value of customers using the internet, rather than physical branches to bank. See https://www.youtube.com/watch?v=diWTH3QIcuY where the pleasures of Google maps, Skype and of course Barclays fine on-line banking are revealed. If as an RSL you have not got an interactive internet portal, for customers to log/check repairs, see rent statements/make payments or log ASB etc, you are already failing badly.

I was interested to hear from Yvonne, what she felt was the biggest area she felt would improve her relationship with her landlord. The answer was better communication. "They never come back to me", just about sums it up. Communication is the key. Quite often, tenants ask questions on the telephone, by email or other channels and those requests can just be lost. Not intentionally in many cases, but frustrating nonetheless.

So how can IT and software applications tackle this? Well, most integrated Housing Management Systems incorporate CRM, Front Desk Query, Tasking, Workflow Trays etc, so we have the means of recording all these interactions. So we have the means. If you don't have the means, find out what you could introduce to supply this element. The next step is to have everyone buy in to use it. Now that should not be tricky, but you would be surprised how often people connive to resist introduction of CRM & tasking.

Now for me, I like the idea of a task tray. All the things I need to do, and when they are due. To meet the communication needs of residents like Yvonne, CRM needs to be used in both directions. That is where many organisations go wrong. Log interactions from your customer services centre and also when your staff interact, out of the office. In fact ALL interactions need to be logged (or accessible) within CRM. Tasking should support escalation, referral and effectively provide a 'snail-trail' of how that piece of communication was dealt with, at each step of the way. All staff need to be engaged, any gaps will create vulnerabilities and inevitably complaints. Those complaints cost money.

So have you got the software applications in your housing organisation to prevent 'Communication Breakdown' and are you really using it properly?

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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, 0845 on its last call for our customer service centres:

http://tonysmiththathousingitguy.blogspot.com/2014/05/last-call-0845.html

Led Zeppelin - Communication Breakdown.
(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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