DIGITAL IN HOUSING

Standing still in the housing sector is simply not an option

Pressure from government to reduce social rents and build more homes, coupled with external risks to income mean that housing associations are having to adapt what they do and how they do it in order to financially survive.

Gate One has extensive experience working on major transformation programmes with some of the leading housing associations in the UK. We understand how challenging it can be to drive efficiencies in your organisation with deep and sometimes complex legacy systems, policies and processes, and service cultures. Recently we have observed some core trends.

A MOVE TO DIGITAL IN HOUSING

This is not just ‘digitalising’ or automating processes, or adding a new social media channel. This is truly harnessing the power of technology to deliver services and do business in totally new ways. All of our clients in the sector have made a conscious move away from large single housing systems to more CRM based, modular application / technology stacks to improve their ability to innovate and be responsive to external change.

ROOTING SERVICE IMPROVEMENTS IN CUSTOMER EXPERIENCE

Your customer experience is one of, if not THE biggest differentiator you have in your industry for measuring success. Customer experience in the context of housing is about being fair, equitable and valuable to your customers to improve their experience, their compliance and their advocacy for your brand.

A FOCUS ON EFFICIENCY FOR CAPACITY

Most organisations are not on a cost cutting drive to reduce staff or operations. Housing associations tend to be more driven by wanting to release more capacity in their teams to enable wider scopes of work. I.e. doing more with the same.

At the start of their journey, some common scenarios that our clients find themselves in include:

  • customer service or satisfaction issues
  • challenges with income recovery
  • high costs around repairs and maintenance
  • a crisis in legacy IT where their technology stack just isn’t keeping up with their ambitions and ideas.

To see how we can help you on your own transformation journey, please contact Umbar Shakir at +44 (0)7841 947 119 or email umbar.shakir@gateone.co.uk

To see how we can help you on your own transformation journey, please contact Umbar Shakir at +44 (0)7841 947 119 or email umbar.shakir@gateone.co.uk

CORE ELEMENTS

In our experience of having delivered customer experience and digital transformation at RHP, The Guinness Partnership, Catalyst, and Peaks & Plains, we are confident that there are three core elements to digitally transforming your organisation.

1. BE BOLD ABOUT
REIMAGINING YOUR ORGANISATION

We can help you navigate your digital choices in an informed and pragmatic way, helping you to understand your current capabilities, to see the digital art of the possible for your organisation, to be bold and to lead from the front.

2. ROOT DIGITAL TRANSFORMATION IN THE MOST VALUABLE PLACES

We will help you to critically assess where best to root your digital investments (customer experience, technology, operations and so on) and to help you make them in a safe way through portfolio management. We advocate piloting new ideas to test small, learn fast and scale sensibly.

3. TO EXECUTE TRANSFORMATION PRAGMATICALLY

We will work side by side with you to help build your capability and culture to excellently execute digital change and overcome drag factors like legacy, culture and engagement.

INSIGHTS

DigitalHousingPublic Sector
20th February 2019

Leveraging digital platforms to improve Ireland’s tenant experience

Ireland's demand-focussed digital interventions are designed to bring innovation to the way social housing providers meet their customers' needs.
DigitalHousingPublic Sector
6th February 2019

A statistical experiment: New Zealand’s Housing Affordability Measure (HAM)

Housing affordability is a notoriously difficult thing to define, the New Zealand government has found a way to measure it…
CXDigitalHousingPublic Sector
29th January 2019

Humanising technology in housing

Digital transformation to improve customer experiences in housing isn’t about the tech.
HousingPublic Sector
10th January 2019

Diversifying the New Zealand social housing market

We analyse the New Zealand social housing market and the lessons for the UK.
HousingPublic Sector
15th December 2018

Stronger together: A deep dive on Ontario’s Housing Services Corporation

Ontario's provincial government has overcome social housing fragmentation by mandating a collective social housing provider organisation.
DigitalHousingPublic Sector
26th November 2018

Supporting exceptional customer experience in housing

Gate One is proud to sponsor Inside Housing's Customer Experience Conference & Exhibition.

Click here to see other Gate One Insights and news

THE BENEFITS

We’re thrilled to see our clients realising benefits from our support including:

A reduction in cost to serve

Increased capacity in the organisation to support planning and development of new homes

Improved customer satisfaction ratings

Longer term cost savings in ICT budgets

Increased digital capability and more agile cultures in their teams.

“Our Gate One consultant was an ideal fit for us and the role. Working with Gate One we get people who have been there and done it without which we would not be so far ahead in terms of working with agility and doing things in a different way”
Jonathan Creaser, CIO, RHP

Umbar Shakir | Gate One Digital Lead

Umbar Shakir

Umbar is head of digital at Gate One and leads our work in the housing sector. She has been consulting for 17 years and has been delivering better customer and employee experiences in the housing sector since 2012. She helps housing organisations get value from their digital transformations and make better sense of their data.