The Housing Hive

Today's Housing Hive webinar featured a deep dive into the crucial topic of tenant engagement, led by Thom Shackleford, Product Manager at Prodo. Thom explored "The Importance of Tenant Engagement," highlighting the challenges and opportunities brought about by digitalisation in the housing sector. As digital transformation continues to shape the industry, it becomes increasingly important to understand how these changes impact tenant interactions and satisfaction.

Thom began by addressing the common pitfalls of digitalisation, emphasising that technology, while beneficial, often lacks a personal touch, potentially alienating tenants if not implemented thoughtfully. He underscored why engagement is essential, pointing out that tenants who feel heard and valued are more likely to have positive experiences, which directly impacts the overall success of housing projects. Popular areas of digitalised engagement, such as onboarding and repair processes, were discussed, showing how these touchpoints are pivotal in creating a seamless tenant journey.

The conversation then shifted to practical examples, as Prodo’s Account Director, Olivia, joined Thom to share real-world case studies. They explored iterative digital rollouts and various methods of feedback collection with customers, highlighting how these strategies lead to improved outcomes. By focusing on collecting feedback and closing the loop, the teams demonstrated how engaging tenants at every stage of the process not only meets their needs but also drives project enhancements. These insights underscored the undeniable link between effective tenant engagement and the success of digital initiatives in the housing sector

Sign up to the next Housing Hive: https://www.prodo.com/housing-hive

In todays Housing Hive webinar, we delve into the world of tenant engagement through digital channels. Join us as we explore targeted customer services facilitated by digital technologies.

In this session, we’re taking a deep dive into leveraging digital tools to enhance tenant engagement. Here’s a glimpse of what we’ll cover:

Unlocking the Potential of Data Segmentation: Discover how segmenting tenant data can revolutionise the way housing associations interact with their tenants. Learn how tailored communications can drive higher levels of satisfaction and engagement.

Streamlining Processes with Automation: Explore the efficiency gains achieved through automation in surveying processes. Learn how automated actions, triggered by specific tenant interactions, can streamline workflows and improve response times. 

Personalised Outreach and Engagement: Dive into the power of personalised outreach, driven by insights from tenant interactions. Learn how housing associations can segment users based on specific interactions and assign them to targeted outreach lists.

Seamless Data Management for Enhanced Insights: Learn how easy access to comprehensive tenant data empowers housing associations to track, analyse, and manage interactions effectively, driving continuous improvement in engagement strategies.

In this session, we're delving deep into the world of cost-effective digital strategies, designed to empower housing professionals with actionable insights and practical solutions. Here's a glimpse of what we explore:

• Incremental Changes: Discover how small, iterative adjustments can yield significant improvements in your digital infrastructure and operations.
• Open Source Solutions: Explore the benefits and possibilities of harnessing open-source technologies to drive innovation while minimising costs.
• Cloud-Based Solutions: Learn how cloud-based platforms can enhance scalability, flexibility, and accessibility, all while reducing infrastructure overheads.
• Automation: Unlock the power of automation to streamline workflows, improve efficiency, and enhance tenant experiences.
• Data-Driven Decisions: Harness the potential of data analytics to make informed decisions, optimise resource allocation, and drive strategic growth.
• Optimise Existing Technology: Maximise the value of your current tech stack by identifying opportunities for optimisation and enhancement.
• Strategic Outsourcing: Explore the advantages of strategic outsourcing to leverage specialised expertise and resources while maintaining cost-effectiveness.
• Monitor and Evaluate ROI: Gain practical insights into effectively measuring and evaluating the return on investment (ROI) of your digital initiatives.

We're joined by Paul Earnden, Managing Director of Fuelius, an expert CRM implementer and one of the few HubSpot Elite partners in the country.

CRM is a big topic of conversation across the housing sector at the moment. Over the past 12-18 months, we've witnessed a significant shift within the housing sector, with more HAs moving away from legacy systems, recognising the need for robust CRM solutions offered by industry giants. 

These systems empower organisations to segment data effectively, streamline processes, and ultimately achieve targeted service delivery and communication strategies - a core deliverable in digital transformation programmes and aligned to the changes to consumer regulation.

During our session, Paul will share invaluable insights into the benefits of CRM adoption within the housing sector, including a real-world example with one of the largest HAs in the country. 

From enhancing data segmentation to optimising communication workflows, Paul will shed light on how HubSpot's CRM solutions can revolutionise your approach to tenant engagement and operational efficiency.

Join our next Housing Hive here: https://www.prodo.com/housing-hive


When people think about digital transformation, it’s typically about the technology and how to make things quicker or more efficient.

Lots of housing organisations are currently focussed on improving their customer experience to align to the new consumer standards. However, most focus on technology and successful digital transformations are made up of three elements, people, technology and data. 

In this session we delve in to how people powered transformations are ultimately more successful. We’re thrilled that Julia Mixter, Raven Housing Trust’s Director of Transformation and previously HR Director joined us, along with our own Prodo CEO, Rob Quayle, who who has led numerous transformations across a number of different sectors.

In this session, Julia shares invaluable insights from Raven's transformative journey, shedding light on the pivotal role that people play in transformations to ultimately enhance customer engagement, transparency and accountability, whilst delivering operational improvements and efficiencies. Julia also discusses the importance of honest assessment and learning from challenges encountered along the way, fostering a culture of continuous improvement and resilience within the organisation.

We also gain an alternative perspective from Rob, who will speak from the viewpoint of a digital transformation consultancy and software agency, providing actionable strategies and best practices for navigating the complexities of digital transformation whilst keeping people at the heart of the process.

#HousingHive #ProdoHousingHive #ProdoWebinar

Join our next Housing Hive here: https://www.prodo.com/housing-hive


In todays Housing Hive, we explore the transformative landscape of resident engagement and customer experience in social housing. In the wake of regulatory shifts and operational intricacies, join us for an insightful webinar led by Prodo Sector Transformation expert Amanda Leonard, a visionary in customer-centric innovation.

We delve into the strategic role of digitalisation as a catalyst for trust-building and capacity unlocking within the housing sector. We'll draw on recent industry research, examining the hurdles faced by landlords and exploring a holistic approach to resident engagement.

This session aims to inspire a broader conversation on reshaping the future of social housing, emphasising the importance of understanding resident needs and preferences. Touching on Prodo's experiences, we'll share perspectives on how technology, when aligned with customer-centric values, can positively impact service delivery.

As we look beyond current challenges, this webinar sets the stage for meaningful discussions at the upcoming Customer Experience and Resident Engagement conference on February 29 in London.

Join our next Housing Hive here: https://www.prodo.com/housing-hive


The current economic landscape and operating environment in social housing is challenging. This complexity is compounded by the imminent change to consumer regulation as the sector prepares for the biggest regulatory shift for over a decade.
 
Check out our latest Housing Hive webinar, where Sector Transformation Expert Amanda Leonard discusses navigating the current challenges and how to prepare for regulatory change. From effective risk mitigation strategies, capacity generating operating practices and getting underneath the new standards to how to build trust and improve tenant satisfaction.
 
We delve into the core responsibilities of social housing providers, addressing the imperative to deliver safe and decent homes while contributing to the creation of new homes for those. With capacity busting, multiple priorities this is a must attend session as we explore. Personalising service delivery by understanding customer preferences and needs to build trust and create internal capacity to support those in need and tackle operational complexity.
 
As Jonathan Walters, Deputy Chief Executive at RSH, emphasises in the recent Sector Risk Profile , "Social housing providers are navigating difficult economic terrain. Boards must be clear-eyed and strategic about the risks they face, and deploy appropriate mitigations when needed. They must also make sure they are ready for our stronger programme of consumer regulation from next April. Providers have a core role of providing safe and decent homes for tenants and building new homes for people who need them. It is vital that they continue to meet our regulatory standards as they do this." 

Join our next Housing Hive here: https://www.prodo.com/housing-hive

We all witnessed how the pandemic highlighted the exacerbation of inequalities through digital exclusion, and how lack of connectivity or digital skills can limit all areas of daily life.

When it comes to the numbers, it’s approximated that 11m people across the country do not have access to the internet, with 1 in 3 of those people being in social housing (as reported by Inside Housing).

So what can landlords do to help?

We’ve all heard the “digital-first” stories of the past, where channel shift numbers were the drivers, forcing customers to engage digitally by purposefully reducing the effectiveness and responsiveness of other channels.

In reality, the effective way to utilise digital to address this is to focus on understanding customers and providing choice. Give the people who have the ability, confidence, access and means to engage digitally the platform they need to manage their tenancies, delivering an efficient and transparent service. In turn, unlocking the internal capacity to focus on supporting the people who need those non-digital support channels.

Rob Quayle, CEO of Prodo, emphasises this point:

“If 30% of your customers are digitally excluded, for whatever reason - economic, needs or preferences, you won’t find me suggesting you try and convert them to digital.

What you will find is me advocating to get the 70% who want a digital service to enable 24/7 contact, online appointments, and push notifications for an ease-of-access experience transacting digitally to create the capacity for the 30% who need a different service.”

Don't miss this opportunity to gain valuable insights into transforming your housing association's approach to digital exclusion to build trust, unlock capacity and transform customer experience across the board.

Join our next Housing Hive here: https://www.prodo.com/housing-hive

Check out our enlightening webinar that delves into the crucial role of data in strengthening trust between housing associations and their residents. In the increasingly complex landscape of the housing sector, it has become imperative for organisations to foster trust through personalised and efficient service delivery. However, the quality and accessibility of data often pose significant challenges.

In this webinar, we were joined by a seasoned housing consultant with expertise in data strategy. Together, we will explore the importance of building up a level of trust with residents and how it is influenced by various factors, often underpinned by data.

We discuss the common pitfalls housing associations face, such as fragmented data systems, and how these obstacles hinder targeted and personalised service delivery, internal efficiency, and customer satisfaction.

Key Topics:
- The vital link between trust and housing associations
- Challenges of data quality and disparate systems
- Leveraging data strategy for trust building
- Practical insights and solutions for housing associations
- Q&A session with industry experts

Join our next Housing Hive here: https://www.prodo.com/housing-hive

There’s rightly a significant drive into digital transformation in the housing sector. The potential benefits into customer experience and process efficiency are all very well documented, and something most housing associations are pushing towards.
 
However, embarking on this transformation journey can be intricate, especially when dealing with well-established internal systems and processes.