Technology is constantly evolving, and at a phenomenal pace. SMS messaging recently celebrated its 20 year anniversary yet it is no longer the primary form of communication through a mobile handset – not now social media has nestled its way into our everyday lives. The television set has been commercially available for almost 90 years but despite our appetite for soaps, films and live sport we are watching less on a traditional set and opting for other devices such as desktop PC’s, mobiles and tablets.
This story on the BBC tells how “Local Authorities had been required by law to provide council housing since 1919” and whilst there is still very much a demand for Social Housing – is the traditional service we once knew evolving into a service that offers more than just ‘Bricks & Mortar’? Here are some of my thoughts:
Whether you prefer to tweet, like, post, pin, video or get linked in; chances are you are on Social Media and if you are it’s highly likely that people who reside in social housing are too – it’s just what people do these days. Social Media is happening, regardless of your viewpoint, but if you choose not to take part it will still continue to happen – without you! If customers are choosing to express their feelings about your business, positive or otherwise, isn’t it best to have a presence yourself and engage in that conversation? You might just learn a few things along the way too – for me personally, I find a wealth of information through my Twitter and LinkedIn accounts.
Having the option to self-serve isn’t a new thing. Supermarkets and petrol stations have offered this facility for years and now with touch screens and smartphones in the hands of almost everyone, this drive will naturally gather more momentum over time. But will this catch on in Housing? At Bromford we firmly believe in helping our customers be as self-reliant as they can be which is why we launched our new Deal last year. But when will Housing reach the point that customers can do more for themselves digitally? Customers being able to pay their rent through a mobile device, accessing their statements, obtaining financial advice and support, booking a fuel service and diagnosing their own repairs, I’m sure these are all possible but will we ever truly go mobile with them?
Mobile technology continues to redefine how people and businesses are interacting with one another. According to this survey, at least 72% of mobile device owners use their devices for browsing or making purchases online. These people are online whilst they are waiting for appointments, watching TV and working yet what surprises me is that some organizations are choosing not to give mobile access to their services. However, there are some companies who are well and truly embracing what mobile technology can offer, like this fantastic project; Shared Walk (which you can read about in this post from Shirley Ayres). And mobile technology is not just for the benefit of the customer. There’s an opportunity here to introduce mobile learning and training for your employees, enhanced system integration so that users can access their desktop whilst they’re visiting customers’ homes, and at some point in the future we could see Google Glass in the workplace – now that would be something!
Reward schemes could be a great way to increase loyalty and incentivize engagement. Here at Bromford we trialed the government’s Tenant Cashback initiative last year, Sainsbury’s and BP have been connected with Nectar for years, Boots introduced Treat Street recently and Amazon now has Amazon Local. I think we’ve all heard of Groupon and Living Social and have a fair idea of how that works, this is what Groupon’s ‘about’ page says:
How good would Social Housing be to offer that kind of experience to its customers in their communities?! Could this be that product that truly enriches the landlord/customer relationship?
Printing has, for a long time now, been a taboo in our offices. Many of us even carried taglines such as: “Please don’t print this e-mail unless you really need to” in our email signatures. But 3D Printing would no doubt be a welcomed addition to our work. Although we are still some way off from making this phenomenon both a timely and cost-effective tool, imagine a world of Social Housing where we are able to instantly print those boiler parts we need rather than having to wait for that 7 day turnaround from suppliers? Imagine if we could design and then print that new home your customer is longing for! What if we could print that new body part for that accident prone….OK, you get where I’m going with this!
Like I say, these are just a few of my observations and I’m sure many of you have some of your own. Social housing is so much more than just homes that people live in. At Bromford we’re about supporting people, inspiring, and creating opportunities. We’re about changing peoples’ lives for the better!
So where do you see the future of Housing? Where do you see technology playing a part in your workplace? Are there any technological advancement’s that you think would enhance the customer experience? I’d love to hear your thoughts.