Monday, 26 May 2014

Living Wills (In A Box)


If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

Living Wills are the latest thing for housing asset management professionals to be thinking about, and your wider board. There has been a growing interest in a number of regulated sectors in the benefits that can come with the use of formal recovery and resolution plans, which are commonly known as living wills.  These are documented plans to ensure an effective recovery or a rapid and orderly resolution in the event of material financial distress or business failure.

A number of my customers in the housing sector are analysing assets in a pre-emptive look at how to prepare for future uncertainty. Housing IT can assist in this area, by identifying poorly performing areas of stock. Also by correlating other local data, such as local ward crime maps, susceptibility to floods, radon or other hazards, desirability, amount of void churn etc. It is possible to rate these factors to easily identify stock outside of the norm, the first resort for sale in the event of uncertainty. A number of legal organisations are attempting to provide advice on this area. Trowers' overview can be viewed here http://www.trowers.com/uploads/Files/Publications/2013/Bulletins/HCA_discussion_paper_final_response_document.pdf

The housing organisations most at risk are those that have diversified beyond the conventional housing remit. Many organisations these days are looking to shore up revenues, by expanding repair service, service charges or as is becoming more and more popular b2b (business to business) services. The degree of these on an organisations balance sheet is an indicator to the degree to which living wills should be considered. It has been suggested that 5% would be a suitable figure, although many forward thinking housing groups, I suspect will be way beyond that level.

Preparing an active 'Living will' plays an important role in securing tenants interests. This is assurance that social housing assets would be protected in the event of a landlord getting in to financial distress or a business/governance failure. Moves to implement this were started over a year ago - http://www.insidehousing.co.uk/hca-sets-out-plans-for-tougher-regulation/6526446.article . Julian Ashby, chair of the HCA regulation committee, back in April 2013, said the regulator is ‘open-minded’ about how to achieve its objectives. Mr Ashby, in his foreword to the document, says: ‘This document is designed to start a period of intensive dialogue with the sector.’

At the time of voids becoming active, the costs of refurb, preparing to let etc, coupled with other environmental factors, might mean that your Living Will policy may trigger a sale. More on that herehttp://tonysmiththathousingitguy.blogspot.co.uk/2014/08/love-in-void.html

Being prepared is no bad thing and easier with some forward planning. Do you really know your assets from different angles? Would you be able to quickly identify a few million pounds worth of assets to divest if needed, and know they were the optimum ones to unload? Why not speak to your asset team and see how they are using IT and available data to develop a picture of your assets? Your managers may be well on top of it, alternatively they may need some help, soon. Living Wills may be required by more lenders into the future, all RP's and RSLs need to be prepared.

Read On To : Keystone Sold

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Living In A Box.


(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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Friday, 23 May 2014

Turn To (Key)Stone

If you do the Twitter thing, follow me at @hotpixUK
or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/

One for the asset managers out there, using third party housing applications. Today (23rd May 2014) a marriage of two SQL Server and Silverlight centred packages was announced with UK's Civica snapping up Keystone Asset Management for an undisclosed sum. A housing software insider had mentioned as much to me a few months ago and swore me to secrecy.

It must be said that it's probably a better based marriage with more in common than Northgate/Codeman or Orchard/Promaster. So maybe not needing a pre-nup' this one. Two thoughts spring to mind for me. Firstly, will Capita or Aareon now snap up PIMMS, Asprey or Real Asset Management and secondly, will Keystone be now shaped into the new Cx HTML 'have it anywhere' format? Also, will Civica be as flexible with Keystone integration, now the product is joining its stable? Certainly it puts pressure on traditional HMS providers to up their game in their own 'built in' asset / planned maintenance modules.

On the Keystone website, Rob Hewes, Keystone’s Client Relationship Director said, “We are obviously delighted to have secured this new partnership with one of the leading providers in the housing management sector. Civica’s decision to partner with us endorses our commitment to excellence in product development and customer service, and reflects the reputation that we have worked hard to build in the marketplace. Equally, we are also delighted to be working with a software and services partner who matches our commitment to supplying closely integrated systems, delivering both innovation and cost savings to our mutual customers.”.

Keystone will certainly give Cx a quick 'leg-up' in the asset department, probably integrating quite easily.  Civica have of course recently worked with Keystone on pretty tight integration at St Leger (Doncaster) and Thames Valley. Both parties in the marriage were quoted when cutting the cake; Simon Dowling of Civica outlined the complementary skill sets, promising that customers will "do more, do better and spend less". Good news for finance directors then. Joshua Warren of Keystone outlined it was a "positive step for customers, partners and employees", while "continuing to respond to growing market needs".

I could guess that elements of Keystone will become 'Keystone-Lite' for Cx. If it were my baby, I would guess that Keystone tables could be populated for Cx, this giving users a leg up if they wish to go for a full blown version of Keystone, with all the bolt on possibilities, Component Accounting etc. I should see if Ladbrooks would give me odds on that one.....  

Its an acquisition I will watch quite closely. It will be interesting to see if Civica start to offer better value to customers (particularly UH (Universal Housing) ones and how both parties will share the marital home!

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Read on to The end of the typewriter:
http://tonysmiththathousingitguy.blogspot.com/2013/07/the-letter.html


ELO - Turn To Stone .


(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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Monday, 19 May 2014

(Hey Landlord) Don't Ask Me Questions

If you do the Twitter thing, follow me at @hotpixUK


Satisfaction surveys. We all should be doing them in housing, but how and why? Well the why a pretty simple one, particularly with regard to repairs. Knowing where we fall short, brings us to the areas where we fail, identifying waste and places to improve. Now this is an area bound to generate criticisms. Readers of this blog will be familiar with my standard repost to that one, the customer journey meeting. For a primer, check out http://tonysmiththathousingitguy.blogspot.co.uk/2014/04/love-travel-on-customer-journey.html

Now there are some interesting solutions appearing on the block for customer surveys. The Housing Contact Company are an interesting one. Low cost, high hit rates that only automated telephony can achieve. This technology has been proven in automotive. Drive a Beamer, Merc' or an Audi? Well you have probably encountered this type of survey before. If you are happy, you hit the zero button, otherwise the '1' key. End of story.

Now as we all know, if you drive one of those cars, the manufacturers would like you to see your service (for £650) an experience, not a transaction. for that price I can see then logic. In social housing, unfortunately, our response repairs can often be more of a transaction than an experience, it's got to be said. Still, we are keen to learn how to improve our customer service to improve what we deliver and reduce our costs (as strangely, it's been comprehensively proved, those factors do correlate.



Last week I was doing some work at a customer in the Midlands looking to start surveying using this technology. I had a lovely chat with the customer services manager, she was open to improvement, keen to be part of my customer journey meetings, but with some concerns. A super-positive lady, I took to her straight away.

How would older customers take to this automation, how should communication be handled, will telephone numbers be accurate, will dissatisfaction responses swamp the customer service centre?
Working through these, her eyes glistened and the mood lifted. We could limit to just under 45's to start with, we could adjust scripts to collect accurate telephone numbers, we could inform or opt-in each resident as we logged the repair, so they could be prepared for that post repair call. Maybe we could also ask if the customer thought they were satisfied, not satisfied or really satisfied, calling them with a follow-up for the last two.

I am really looking forward to getting this process started quickly, and so is that lady. I can see us feeding off each other to improve the repairs service and processes around it. Change is good. Improvement is good. To ask is good, and act on it afterwards. Make sure you act, otherwise you are just asking for asking's sake. Also, when your compliments do come in, don't just pin them on the staff noticeboard. Total them up and offset them against complaints, shout about them. They prove that you are doing things right. Now do more of it!

Read on to : Are you ready for Universal Credit HB Switchback in your area?

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You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Graham Parker and The Rumour - Dont Ask Me Questions.


(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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Tuesday, 13 May 2014

Last Call 0845

If you do the Twitter thing, follow me at @hotpixUK


Just about every business, council, banking or insurance company these day seems to have an 0845 or other number that clocks up profit at your expense, while on hold.  If your organisation runs a customer service centre with a non geographic number, you need to be aware of some of the changes ahead, just over a month away.

Most housing organisations that I work with have already (or are) moving to an '03' style number. Residents are under enough pressure without having to waste money while on hold to their landlord. Many supplier helpdesks seem to have them these days too. Many of those might need to take note too.

During the winter storms, the Environment Agency justifiably came under fire for charging flood victims up to 41p per minute (via an 0845 number) to get through to the designated helpline service, and have since changed to a standard-rate 0345 number. They have also changed their general enquiries number from 0870 to 0370.

Shortly, it will be illegal to provide an 0845 number for a customer service line. From Friday the 13th June 2014, it will be a legal requirement that businesses provide a standard rate number for their customer service lines. That's one that starts 01, 02 or 03. This law has been passed to ensure that no customer is forced to pay an additional charge, frequently incurred with 0845 and similar numbers. This law was passed as part of “The Consumer Contracts Regulations 2013″ on 13th December 2013 (Part 4, section 41). More info here - https://www.gov.uk/government/uploads/... regulations-2013.pdf

Your customers & tenants may be within their rights to take such companies to court and successfully reclaim the excessive charges made to them. Trading Standards are also at liberty to get involved in bringing non-complying companies to justice. So check on your current arrangements, to put any telecoms changes into effect and communicate with your customers as soon as possible. Don't get caught out!

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect. Join as a follower here and don't miss any housing IT news and banter. have all that goodness delivered to you, as soon as its posted! 

Read on to getting your IT in motion:
http://tonysmiththathousingitguy.blogspot.com/2014/03/houses-in-motion.html

 
David Lee Roth - Last Call.


(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Housings Best Kept Secret, HousingsBestKeptSecret, Housing'sBestKeptSecret, Housings'BestKeptSecret, ImpactResponse, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , list of housing systems , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Southview, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas,Gaydon, Mobileworking, SAP, ERPSAP, SAPERP, forhousing, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App

Saturday, 10 May 2014

(not) 24 Hour Party People

If you do the Twitter thing, follow me at @hotpixUK


I know many people who read my posts here, particularly in and associated with housing, are also active on Twitter. It’s becoming an important additional means of communicating with tenants, leaseholders and other customers, which these days can no longer be ignored. With some RSLs I work with, I am spotting new KPIs, relating to number of staff on Twitter, active users, monthly tweets, new follows and re-tweets. It's good to see housing associations taking that channel seriously.

Only this week, we hear that Bromford Group are now only recruiting people to their Innovation lab, only via Twitter. See http://paulbromford.wordpress.com/2014/05/09/why-the-bromford-innovation-lab-is-only-recruiting-via-twitter/. Not surprising from one of the housing organisations fully out there on Twitter, but imagine that, your history, views and feelings about work, innovation etc, assessed not from your CV, but from your Twitter feeds?

I was talking with some staff from one of the more forward thinking Housing system suppliers last week about this. Software solutions are out there to automatically reply and filter received tweets or ones utilising defined hashtags/search terms. For example search Twitter for 'house plumbing landlord' which will give you a feel for the vitriol that can be whipped up. If a tweet is received, it could be filtered and an alert generated to a designated member of staff. One of the points of twitter is that it is a 24 hour / 365 phenomena. Also it is not the same as a website or a sales account.

I have many followers on Twitter at @hotpixuk and in general, the most active are those from people rather than organisations. E.G. person A at the CIH or person B at WM housing. If I had a complaint for Virgin Holidays, I might tweet the company, but then a personal Virgin twitter account will reply, probably to take that query off-line. The response will be timely too, maybe in minutes, certainly within half an hour. Twitter is expected to be immediate. If not, depending on the number of followers that complainant has, or hashtag used, others will reply quickly instead.

Housing Organisations who think their Twitter account can be only 9am-5pm weekdays, particularly mentioning that on their profile page, are missing the point and a massive opportunity. Tweets are public too. Its like shouting your issue with a loud hailer in the town square. I will not name any RSL tweeters, but go check your ‘corporate’ Twitter account, see if yours states 9-5. If it does, I suggest you look into it. Even worse, do you open the day with a “Morning, how is everyone today” and close the day with a “Have a good evening, everyone” tweet.


If a number of your staff are on Twitter, are they empowered to use their initiative to respond to a tweet to help? If they are, they can quickly provide outstanding customer service. Ask yourself are your staff enabled to do this? Do they need to go through a comms team and does it take hours or days to reply? Maybe you have too many rules in place? Alternatively should you not be trusting your staff more?

This great diagram from @hackofalltrades I think illustrates the dilemma well.



As can be seen, our problems probably do not relate to social media, they may relate to our organisations. In my experience, give people the tools to excel, encourage them, and they will deliver. Let them drive the bus and we might get to a really wild new destination. If they can't or won't maybe driving or riding on our bus is not actually their bag. *More methods of public transport are available....

A Twitter-storm can easily kick off in an hour or so with a few hundred or thousand people seeing the issue. Witness how fast the Easter Creme Egg for bedroom tax advice story, at V2C got around. Search Twitter for ‘Bedroom Tax Creme Egg’ and you will see how such a vast number of tweeters got in on the act. That included Joe Halewood (prolific bedroom tax tweeter), Rick CampbellInside Housing, BT UK, ITV News, 24Dash and about a thousand more.

Business and commerce is no longer 9-5, nor is housing if you are on Twitter. If you are not equipping, supporting and empowering your staff to go beyond the 9-5, maybe just the managers and directors maybe, then you are missing a trick. If your culture inhibits you doing that, best to leave Twitter until you can go beyond the 9-5. that's what everyone will expect.

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect

Related Post: I Want To Take You Higher

The Happy Mondays - 24 Hour Party People.

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Housings Best Kept Secret, HousingsBestKeptSecret, Housing'sBestKeptSecret, Housings'BestKeptSecret, ImpactResponse, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , list of housing systems , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Southview, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas,Gaydon, Mobileworking, SAP, ERPSAP, SAPERP, forhousing, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App



Saturday, 3 May 2014

London

If you do the Twitter thing, follow me at @hotpixUK


I had a very interesting one this week, a day at the excellent InMotion2014, great to meet the keynote speakers the evening before over an excellent meal and even better cheeseboard, followed by a repairs KPI training session in Euston organised with the mighty Rod Laird. A big thank you in order for David Todd of Kirona, excellent organisation as ever.

I was pleased to have the opportunity to chat to Paul Tennant at InMotion, Orbit Group Chief Exec and CIH VP. Someone I have deep respect for, a man fighting for social housing equality and justice on multiple fronts. His keynote speech at InMotion2014 was a real call to action and obviously very heartfelt. Paul is one of the most genuine personalities in UK housing today and in my humble opinion a worthy template for pushing our sectors needs forward. Our sector needs more Paul Tennant's badly, soon please....

Early morning I hosted a very interesting round-table discussion session on 'The Customer Journey' and the best mix of systems to deliver it. I had the two most interesting Welshmen in housing IT with me on the session; Owen Barrett of Newport City Homes and Mark Howles of Sanctuary Group. The former organisation has built best of breed systems around Microsoft Dynamics CRM, the latter taking a big ERP approach with SAP for the OneSanctuary project. Owen clearly did not have the (reputed) seven figure budget that mark (might) have to invest in systems, but both had clear visions as to how a single reporting and performance platform can be built.



I spotted a few system suppliers in the session clearly wondering what was missing in their own solutions to support a large social housing group, such as Sanctuary. In my previous role as MD of a system supplier, I would have loved to have bagged a prize like Sanctuary. It will be interesting how the ERP project emerges and how it compares with the traditional packaged offerings out there and on the horizon, such as Cx. One thing is clear, HMS suppliers who are not moving forward quickly, satisfying customers will be left behind in this race for larger RSL Groups. These are just the customers too, who will expose supplier weaknesses. In a pond of biggish fish, that message will get out quite soon too.

Both Owen and Mark have some way to go to have their systems in and working, Sanctuary a few phases to go yet. Spookily enough, one of the UK HMS suppliers are in fact one of western Europe's largest SAP resellers. I will let you work that out, but maybe it would make sense for that supplier to have a strategy for larger RSLs willing to spend £5M+ on these types of solutions. Oktober a good month for taking bigger RSL Groups for a site visit methinks.

Meanwhile in the real world on Wednesday I led a Repairs KPI training day down in Euston. In recent years I have grown to have true affection for London. People seem more friendly, its cleaner, generally better organised and more of a pleasure to visit, than it was back in my youth. I do find myself with the Smith's track 'London' or The Fall's Ho(e)uston running through my head. In fairness, a half pint in the Euston Tap generally cures that one!

I had a fabulous day with four people from Seren Group in South Wales and Hackney Homes, getting under the skin of repairs KPIs. Both used the same housing system coincidentally and shared some similar challenges to obtain and connect data. Some of the main ones that leapt out from the day are detailed below:

1)      Importance of understanding the customer journey and where reporting KPI data can be sourced within it

2)      The insight and power that combining diverse strands of data provides for advanced scenarios, such as when reporting asset Sustainability

3)      Compare your KPI data with peers that are similar to your organisation, to realise better insights. Attendees in Euston were from a 20,000 home Almo and a semi-rural Welsh 6,000 unit RSL. Differing service and cost levels can only be usefully compared with similar organisations, using same techniques.

4)      In the choice of presentation tools, focus on the means of populating data, rather than the shiny dashboard-y aspects. This is where most of the set up issues are generally found.

5)      Always carefully tailor presentational data to the relevant audience. Don't be afraid to simplify with a smiley face and a single target, for residents. For internal staff, if compiling a heavyweight twenty page document, ensure organisation teams have quick links, to get in to each of their relevant KPI’s. Otherwise it may be seldom viewed or limited use.

I am repeating the "Getting the most from your Repair KPI's" course in central Manchester on Thursday 22nd May 2014. Book early at http://www.rodlaird.co.uk
This course can also be run in house, if interested, please contact Rod Laird direct.

You can link with me on LinkedIn here - uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/ It would be great to connect !

Read on to: Making the most of the conference saeason

The Smiths - London.

(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854655009

PS As usual, if there are subjects you might like me to tackle on this blog, please get in touch and let me know!

File Under: 360,1stTouch,4Js. 07854-655009 , 07854655009 , 07854 655009 ," ""07854 655009"" ",07854-655009,#UKHousing,1st Touch,3squared, Acutence,Aareon,Academy,ActiveH,Alignment,ALMO,Anite,Apex,ArchHouse,Archouse,asbestos,Asprey e-state pro,Asset Management,Aurora,Average IT Costs,App,Associates,ACL,Abritas,AMS,AX,aspireview, BO,BPR,Browser Applications,Business Objects,Business Process Review,Business social networking, Blockwise, Block wise,BI,BancTec,BluTek,Bluebox, Castle,CBL,Cedar Open Accounts,Cx,Change,Cheaper Housing IT,Chics, CHR,Citrix,Civica,Clearview,CMS , CCS IT Keystone CCSIT, Contractor Systems,CORE,CorVu,Cost Reductions,Covalent,CRM,Crystal Reports,CTI,CTX,Customer Relationship Management,Cashflow, COA,Coactiva,Codeman,Comino,Competitive Dialogue process,complex IT procurements,Component Accounting,Consilium,Consolidation,Consultancy,Consultant,Contact Manager,Context,CIH,Chartered Institute Of Housing,Cadcorp,Cerrus Saturn,convergeOne,CACI,CPL Director, Deeplake,Development Systems,Document Management,Documotive,datasystems , Microsoft dynamics GP 2013 ECMK,EDRMS,England, English,EnterpriseBI,ERP Systems,ERP,Elmhurst,Estatecraft,EDM,ESRI,Exponential-e, Finance,Financial Systems,Financials, Factorwise,Facebook ,Fusion, Getting best from,gotonysmith, Grasp,Grip,GeoSolveIT,GIS,GGP, HouSys,Housing software,HG,Housemark survey,Housing Blueprint,Housing Group,hotpixuk, HousingIT,hotpix,Hardware,Hitex,Housing Contact Company, Housings Best Kept Secret, HousingsBestKeptSecret, Housing'sBestKeptSecret, Housings'BestKeptSecret, ImpactResponse, Impact Response,implementations,In House,In4,InMotion, InMotion2014, InMotion2015, InMotion2016 , Exhibition, conference, Infoflow,Information Technology,Informix,inHouse,in-house workforce, Innovation,Inside Housing,Internet Portal,Invu,Ireland,Irish,IT Budget,IT Training,iWorld, Innovation Group Apex,ITIL, In4Systems Promaster,IT,Insight, Keylogic,Keystone,Kirona,Kypera,Keyfax, Ledgers,Linkedin,Locality,Liquid Voice, MD ,Mr Void , MrVoid, Measuring Change,Mebus,Miracle,MISCS, mobile functionality,Monopoly board images and pictures, Montal,MS Dynamics,MS Dynamics CRM2011,Miracle Software,Management Reporting,MI,M3,MIS,MIS-AMS,Mobysoft, Northgate Codeman,Neighbourhoods and Communities, Northgate,Notice,NROSH,NINTEX , NINTEX workflow,Nintexworkflow, OA,OGC Buying Solutions,Ohms,OJEU Limits,OmFax,Omniledger,Open source software,open tender,OpenHousing,Opti-Time,Oracle,Orchard,Outsource and outsourcing,OpenContractor,ORS,OneServe, PIMMS Data Systems, Paloma,performance management systems,PfH,Pick,PIMMS,pimms4communities,Planned maintenance,People Value,Plus,Peoplevalue,PM,Progress,Promaster,Proval,Pyramid,PRINCE2,prince,Pamwin, QL,QLX,Quiss,Qlikview, Registered Providers,Registered Social Landlord,Rent Increase Freezes,Repairfinder,Reporting,Reports,ROCC , list of housing systems , Rocket,RPs,RSL,Reality,ReAct,reidmark,RM865, Saffron,SAP,Scots, Scottish,Scotland,SDM,sector,Server Virtualisation,servicing, Servitor,Sharepoint,Simdel,Simdell,Slash and Burn,Social Media,Software,SQL Open Housing,SQL Reporting Services,SQL reporting services,SQL Server,Star rating,Stores and Stock,Strategic Asset Management,Sunguard ,Surveys,Sx3,System alignment, Systemwise,SM,Sequoa,Serros,SP,Scout,score,Swordfish,Serengeti,SOTI,south view,Sunguard,Service Charges,Southview, Template,Task,Terminal Services, tonys , tonysm , tonysmi , tonysmith, tonysmithth, tonysmiththa, tonysmiththat, tonysmiththath, tonysmiththatho, tonysmiththathou, tonysmiththathous, tonysmiththathousi, tonysmiththathousin, tonysmiththathousing, tonysmiththathousingg, tonysmiththathousinguy, sharepoint, share point Three Star,Today,Total repairs,Tribal,Twitter,U2, tonysmith , tonysmiththat , thathousing , thathousingIT , thathousingITguy ,TED,Tagish Casework,TP Tracker,Telecetera,Tagra,Trace, UniClass Enterprise,Unidata,Universal Housing,Universalcredit, universal credit, universal credits,UC,Universe,Unrest, UK, United Kingdom ,Ukhousing,UK Housing, Van Stock,Voice and data,Vantage Sentinel,Version One,Visualmetrics,Voluntas,Gaydon, Mobileworking, SAP, ERPSAP, SAPERP, forhousing, Wales,Welsh,Windows Server,Workflow and tasking,Wheatley, Xmbrace,XML ,XenApp,Xen App