Housing providers are entering a period of change: as technology moves at an ever quicker pace, this is coupled with the evolving needs and expectations of supported housing customers. But what can organisations do to meet these challenges and embrace the opportunities?
This was the topic under discussion at a roundtable hosted by Appello and the Housing LIN in December, which included a number of key figures from the supported housing sector.
We began by exploring what the customer of the future looks like in social housing, with a keynote presentation from Dr Simon Williams, Managing Director, Service Insights.
Discussion then covered what housing providers must address to adapt to these changing needs and expectations. This focused in particular on the industry’s ability to make best use of technology to deliver effective and resilient services and operations in the face of a number of challenges:
– The pressing need to upgrade infrastructure in line with the ongoing rollout of a digital telecoms network in the UK.
– The ability to future proof systems to make the most of innovations in technology.
– A tough economic climate, with many factors impacting housing budgets.
Participants included representatives from Housing21, Orbit, Clarion, London Borough of Havering, The Hyde Group, Tonic Housing London Borough of Tower Hamlets and Peabody.
Key themes from the roundtable
Dr Williams introduced the findings from a recent research project commissioned by six housing associations, ‘Forecasting the Customer of the Future in Social Housing ‘.
This gave much food for thought, examining the trends that are shaping ‘the customer of the future’.
Perhaps the most significant takeaway is that expectations are changing. Over the next 3-5 years, this will translate into customers with strong opinions about the standards of supported housing and the systems they rely on. They will want technology embedded into these offerings to provide a 24/7 self-service culture and more efficient, tailored services.
The roundtable discussion then identified the core areas the industry needs to address to meet the evolving needs and expectations of customers, covering:
– Infrastructure – emphasising the importance of Wi-Fi and internet access.
– Appropriate skills and training of staff – to meet the demands of digital transformation.
– The data challenge – understanding how to make the most of the information available.
– Financing models – building more flexibility into financing.
Iain Hockings, Head of Marketing & Bids at Appello, said: “It’s likely the customer of the future will have much higher expectations of supported housing and will also be much more willing to hold providers accountable if they don’t get this right. We know technology plays an important role in delivering flexible, life-enhancing services but the pace of innovation brings its own challenges. It’s important to find the right solutions so housing providers can put themselves in the strongest position – otherwise there’s a risk we could be having these same conversations in ten years’ time, which will result in a less equal society.”
Download a full summary of the roundtable event here.
