Housing Hive podcast

Housing Hive

1
Empowering Social Housing Through Data-Driven Decision Making 1:00:13

vor 10 Tagen1:00:13

1:00:13

Introducing our special guests: Daz Chauhan , Director at Knowledge Industries Elishama Tizora , Head of Data and Business Intelligence at Great Places Andreea Fard , Head of Digital, Data and Technology at Community Gateway The social housing sector is facing increasing pressure to enhance service delivery, optimise resources, and improve tenant outcomes. In response, data-driven decision making emerged as a transformative approach , enabling housing providers to harness the power of data analytics to inform strategy and operations. The Housing Hive explored the critical role of data in shaping the future of social housing, with a focus on three essential pillars: Systems: Examining the technological infrastructure required to collect, analyse, and act on data insights. We will delve into best practices for implementing data systems that support efficient service delivery and performance monitoring, including the analysis of Tenant Satisfaction Measures , complaints , and repairs data. Additionally, we will explore how data can be leveraged to identify opportunities and build a business case for increased use of technology and digital services. People: Highlighting the importance of building data literacy within teams. We will discuss strategies for empowering staff with the skills and confidence to interpret data , drive innovation , and enhance decision-making processes . Culture: Addressing the need for a cultural shift towards data-informed practices. We will explore how to foster a mindset of continuous improvement and accountability, ensuring data becomes a cornerstone of organisational values. Attendees gained practical insights into using data to improve outcomes, boost efficiency, and deliver more responsive housing services. This session was aimed at leaders , data practitioners , and policymakers committed to driving change through data-led strategies. Timestamps: 00:00 Introduction to April's Housing Hive 00:42 Current Challenges in the Housing Sector 02:04 The Importance of Data Quality 04:15 Panelist Introductions 05:57 Discussion on Data Foundations 10:59 Assessing Data Maturity 15:43 The Role of External Data 18:32 Standardising Data Across the Sector 21:45 The Importance of Data Governance 24:47 Building Data Confidence in Teams 30:27 Prioritising Business Projects and Data Governance 31:52 Assessing Team Capability and Data Literacy 33:22 Challenges with KPI-Driven Cultures 37:25 Inspiration from Other Sectors 41:54 Making Data Stick: Culture and Governance 47:11 Demonstrating ROI and Data Strategy 53:34 Q&A: Social Value and Development Pathways 56:56 Final Takeaways and Next Steps Send us a text…

Housing Hive

1
The State of Repairs in Social Housing - Navigating Rising Costs and Compliance in 2025 1:00:29

vor 5 weeks1:00:29

1:00:29

Introducing special guests: Leon Storer, Director at Ark, formerly Director of Assets at Stonewater John Ghader, CEO of Prima Group Paul Mullis, CEO of DAMHA 2025 Inside Housing Repairs Tracker showed that housing providers in England spent a record £8.8 billion on repairs and maintenance in 2023-24 — £1 billion more than the previous year and a 63% increase since 2020-21 . This rise stemmed from greater scrutiny on damp and mould, fire safety, and compliance-driven repairs , with upcoming regulations like Awaab’s Law set to impose legal deadlines for fixing hazards. Meanwhile, the Regulator introduced TSMs, requiring providers to improve repair response times and communication. With rising costs and limited resources, how can housing providers balance compliance, tenant expectations, and financial sustainability? This session explores recent repair trends , how providers are adapting , and strategies for navigating these challenges . Timestamps: 00:00 Welcome and Introduction 00:26 Today's Topic: State of Repairs in Social Housing 02:00 Financial and Regulatory Challenges 04:42 Panelist Introductions 10:21 Discussion on Repairs and Maintenance 19:22 Impact of Regulatory Changes 30:28 Challenges in Customer Data Integration 30:48 In-House Repairs vs. Contractors 32:06 Social Value and Customer Focus 34:52 Cost and Efficiency of In-House Repairs 38:22 Impact of Cost of Living on Housing 39:23 Collaborative Approaches to Housing Issues 50:24 Data-Driven Decision Making in Housing 52:00 Sustainability and Future Planning 58:46 Conclusion and Future Webinars Send us a text…

Housing Hive

1
Breaking Down Barriers to Digital Inclusion 53:11

vor 9 weeks53:11

53:11

Introducing special guests: Emma Weston, CEO of Digital Unite Scott Tandy, Digital Inclusion Officer of Newydd Housing Association Christian Page, Digital Inclusion and Engagement Business Partner of Newport City Homes Join us on the Housing Hive, where we explored how social housing providers could overcome the growing challenge of digital exclusion among vulnerable tenants. In this session, we shared practical strategies for improving access to online services, discussed the legal and ethical responsibilities around digital inclusion , and showcased how tenant engagement and compliance teams could work together to ensure everyone was supported in our increasingly digital world. Thank you for being part of this essential conversation for social housing professionals. Together, we took steps toward building a more inclusive digital future for everyone. Timestamps: 00:00 Welcome and Introduction 00:52 Overview of Digital Exclusion 02:22 Understanding Digital Engagement 06:22 Guest Speaker Introductions 10:09 Digital Inclusion Strategies 11:05 Government's Digital Inclusion Action Plan 16:15 Collaborative Approaches to Digital Inclusion 21:02 Building Trust and Engagement 26:40 Adapting to Digital Evolution 28:24 Navigating Digital Skills and Online Safety 29:45 Challenges of Digital Natives and Security Awareness 31:32 Addressing Digital Inclusion in Housing 36:23 Collaborative Efforts for Digital Inclusion 42:40 Government Initiatives and Recycling Programs 46:30 Final Thoughts and Advice for Digital Inclusion Send us a text…

Housing Hive

1
Housing Hive: What lies in store for the Housing sector in 2025? 58:02

vor 13 weeks58:02

58:02

We had the pleasure of hosting Arturo Dell , a sector specialist with 20+ years of experience in local government, education, and housing associations! Arturo shared his passion for customer-focused services and the power of data & technology to transform the housing sector. 💡 Key Takeaways: ✅ Exclusive insights from Arturo on how data & tech can revolutionize housing services ✅ Thought-provoking discussions on the future of housing ✅ Innovative ideas to enhance customer service & drive real change This session was a little different —Arturo brought fresh perspectives and deep knowledge to explore sector-wide transformation. If you missed it, don’t worry—stay tuned for future Housing Hive events! 👀 Timestamps: 00:00 Welcome and Introduction 00:28 Setting the Scene: AI in the Housing Sector 02:52 Guest Speaker Introduction: Arturo 04:20 Arturo's Presentation: AI and Data in Housing 06:46 Understanding AI: Machine Learning vs Generative AI 10:00 Applications of Machine Learning in Housing 13:15 Generative AI: Opportunities and Challenges 18:53 Generative AI in the Workplace: Research Insights 24:57 Data Quality and Governance in Housing 27:23 The KIM Report: Key Recommendations 30:14 Introduction to Knowing Our Homes 30:45 Key Data Items for Collection 📩 Make sure you’re subscribed for updates on upcoming sessions! #HousingHive #DigitalHousing #Innovation #PropTech #SocialHousing #HousingSector Send us a text…

Housing Hive

1
Housing Hive: Empowering Tenants: Leveraging Reward Programs to Combat the Cost of Living Crisis 45:04

vor 21 weeks45:04

45:04

In today’s session we explored how reward programs could drive tenant engagement and help Housing Associations tackle the ongoing cost of living crisis. Today's session was designed for housing professionals across the UK, focusing on how integrating reward programs into self-service portals could create positive incentives for tenants to engage online. We discussed how offering tenants personalised rewards, such as grocery vouchers and discounts, encouraged more frequent portal usage, turning interactions like reporting repairs or paying rent into opportunities to access meaningful benefits. Key highlights included: Cost of Living Crisis Solutions: Innovative ways to support tenants during challenging times through tailored reward programs. Boosting Engagement: Insights on how integrating rewards into portals increased tenant self-service and engagement rates. Out-of-Sector Case Studies: Examples of successful reward programs in other sectors and their potential applications for housing. Strengthening Tenant Relationships: Exploration of how these initiatives fostered stronger connections between Housing Associations and their communities. This was a valuable opportunity to hear from experts and learn how reward programs improved customer satisfaction, reduced contact center volume, and supported digital transformation. Timestamps: 00:00 Introduction and Session Overview 00:23 Guest Speakers Introduction 00:49 Main Topic: Empowering Tenants with Digital Solutions 01:17 Prodo's Experience and Approach 02:13 Challenges and Benefits of Digital Engagement 04:07 Introducing Rewards Programs 04:53 Guest Speaker: Andy Milne on Loyalty and Rewards 06:48 Guest Speaker: Tom on Product Management 07:28 Aligning Rewards Programs with Housing Association Objectives 11:33 Tenant Feedback and Sentiment 27:17 Prodo's Digital Platform and Rewards Interface 37:42 Q&A and Final Thoughts Send us a text…

Housing Hive

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Housing Hive: AI in Housing: Unlocking Innovation and Enhancing Services 1:02:13

vor 27 weeks1:02:13

1:02:13

We were joined by Nick Atkin, Yorkshire Housing CEO and Adam Lilley-Byrne L&Q's Digital Marketing Manager for this Housing Hive webinar where we explore how artificial intelligence (AI) is reshaping the housing sector. This session is tailored for housing professionals keen to stay ahead of the latest digital transformation trends, with a focus on how AI can drive innovation and improve services across the board. Sign up to the next Housing Hive: https://www.prodo.com/housing-hive Contact Prodo: https://www.prodo.com/contact Yorkshire Housing: https://www.yorkshirehousing.co.uk/ L&Q: https://www.lqgroup.org.uk/ Timestamps: 00:00 Introduction to Housing Hive and AI 01:24 AI in Housing Sector: Use Cases and Benefits 02:14 Guest Speakers: Insights from Industry Leaders 05:42 Nick Atkin on AI's Strategic Role in Housing 11:48 Adam Lilley-Byrne on AI in Digital Marketing 17:09 Balancing Technology and Human Elements in Housing 22:54 Engaging Colleagues and Overcoming Reluctance 30:51 Leveraging AI for Data Insights 32:11 Challenges in Data Utilisation 33:46 The Importance of Data Quality 36:33 Collaboration in the Housing Sector 43:36 AI and Customer Interactions 45:42 Risks and Ethical Considerations of AI 56:01 Future of AI in Housing 01:00:39 Closing Remarks and Future Sessions Send us a text…

Housing Hive

1
Housing Hive: The Importance of Tenancy Engagement 46:24

vor 31 weeks46:24

46:24

Watch our discussion on the future of social housing in the UK under the new Labour government and the role of digital transformation in adapting to these changes. In this session, we explore the potential policy changes and their implications for social housing providers and tenants. With the recent shift in government, understanding the upcoming legislative and regulatory environment is crucial for staying ahead. We are delighted to welcome Rachael Williamson, Head of Policy and External Affairs at the Chartered Institute of Housing (CIH). Rachael provides expert insight on the new government's housing policies, potential reforms, and the anticipated impact on the social housing sector. Additionally, we examine how housing associations can leverage digital solutions to strategically prepare for these changes. By integrating innovative digital practices, housing providers can ensure they continue to meet tenant needs effectively and comply with regulatory requirements. This webinar offers valuable insights and strategic guidance for social housing providers looking to thrive under the new government and harness digital transformation to stay resilient and responsive. Don’t miss this opportunity to stay informed and prepared for the future of social housing in the UK. Timestamps: 00:00 Welcome and Agenda Overview 00:42 Introduction of the Prodo Team 01:31 Prodo's Expertise in Housing Sector 02:05 Digital Transformation in Housing 07:02 Introducing Rachael Williamson 07:59 Current Housing Challenges 10:08 Labour Government's Housing Strategy 18:40 Impact on Housing Associations and Councils 29:57 Opportunities and Challenges Ahead 41:07 Q&A Session 45:31 Closing Remarks and Next Session Sign up to the next Housing Hive: https://www.prodo.com/housing-hive Send us a text…

Housing Hive

1
Housing Hive: The Importance of Tenancy Engagement 37:59

vor 36 weeks37:59

37:59

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 Send us a text…

Housing Hive

1
Housing Hive: Enhancing Tenant Engagement through Digital Channels 51:52

vor 43 weeks51:52

51:52

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. Send us a text…

Housing Hive

1
Housing Hive: Cost Effective Digital Strategies 49:09

vor 48 weeks49:09

49:09

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. Send us a text…

Housing Hive

1
Housing Hive: The CRM Movement in Housing 46:16

vor 1 year46:16

46:16

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. Send us a text…

Housing Hive

1
Housing Hive: People-centred Digital Transformation with Raven Housing Trust 44:27

vor 1 year44:27

44:27

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 Send us a text…

Housing Hive

1
Housing Hive: Resident-Centric Innovation in Social Housing 55:12

vor 1 year55:12

55:12

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. Send us a text…

Housing Hive

1
Housing Hive: Navigating the Regulatory Landscape in Social Housing 55:42

vor 1 year55:42

55:42

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." Send us a text…

Housing Hive

1
Housing Hive: Bridging the Digital Divide- Empowering the Digitally Excluded 52:05

vor 1 year52:05

52:05

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. Send us a text…

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Housing Hive

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