20 | housing technology 2012 conference & executive forum business & technology presentations suite 4b | 1400 regenerateit Peabody <strong>Housing</strong> wi-fi pilots – Showcasing key findings Robin Knowles, Co-Founder, RegenerateIT suite 4b | 1530 richmond housing partnership New channels for customer services Jonathan Creaser, Head of ICT, Richmond <strong>Housing</strong> Partnership suite 5 | 1530 shepherds bush housing group To DLO or not to DLO? – That is the question Greg Birch, Director of Property Management, Shepherds Bush <strong>Housing</strong> Group suite 4b | 1145 south liverpool homes Resident involvement – Partnership working Debbie O’Hare, Service Development Manager, South Liverpool Homes RegenerateIT partnered with Peabody in 2009 to roll out its free to end-user wireless internet package across two pilot estates in London. While enabling tenants to get online, Peabody has also been able to consider its own presence, how it interacts with tenants, improve services and drive efficiencies in costs and delivery. This presentation will disseminate key findings, lessons learnt and highlight best practice. How to deliver joined-up operations across the call centre, including web, email, social media, phone and SMS, and provide customers with 24/7/365 access to self-service systems. The pros and cons of creating a DLO and bringing repairs and maintenance back in-house. In 2007 Shepherds Bush <strong>Housing</strong> Association reached a cross roads in the delivery of its maintenance services; having used two large contractors since 2005, by 2007 one of the contractors had been sacked for financial irregularities, leaving all of the maintenance eggs in one basket. SBHA’s board wanted the security of multiple contractors, while the housing officers wanted the simplicity and control afforded by one generic contractor. This presentation charts SBHA’s journey from fledgling partnering contracts through to the formation of a joint venture company based on the principles of a DLO. South Liverpool Homes has worked in partnership with Aspire <strong>Housing</strong>, Coast & Country <strong>Housing</strong> and Orchard Information Systems to develop new IT solutions for the management of resident involvement and survey campaigns. The project has broken new ground in the way that RI activity is tracked and analysed, and the group is forging links with TPAS with the aim of feeding back new ideas to the wider housing community. This session will cover the reasons why SLH engaged in the project, its experience of the IT partnership and the benefits that the project can offer. Robin Knowles is a curator and commentator on e-inclusion and publiclyaccessible technology in libraries and social housing. He co-founded the free to end user wi-fi provider RegenerateIT in 2004, created the UK’s largest National Digital conference in 2005 and created the Digital Leaders Programme in 2009 through which Whitehall gets to grips with the role digital can play as an enabler of transparent, efficient and citizen-centric public services. In October 2011 Knowles was appointed as the EU representative for the Bill and Melinda Gates Foundation’s global libraries programme. As RHP’s head of ICT since 2003, Jonathan Creaser has overseen the development of some ground-breaking ICT solutions in the housing sector, including an online repairs booking system that allows customers to book their own two-hour appointment slot. He previously worked in the travel sector as a global IT director and presents a weekly local radio programme. Greg Birch has worked for contractors, local authorities and housing associations during his 25 year career in maintenance and asset management. He is a member of Shepherd Bush <strong>Housing</strong> Association’s senior management team and is responsible for the delivery of the responsive and planned maintenance programmes of works to the organisation’s 5,000 properties. Birch was instrumental in the formation of Domus Maintenance Services, a joint venture company between SBHA and its maintenance contractor, Collective Maintenance Solutions which delivers all of SBHA’s responsive maintenance services. Since its launch two years ago, Domus has increased in size and turnover by 50 per cent, while consistently achieving top-quartile KPIs. In housing for five years, Debbie O’Hare has extensive experience of working with young people and communities and has financial inclusion within her remit. Her team delivered an increase of 23 per cent in satisfaction, with 260 tenants actively involved, and reduced youth nuisance reports by 37 per cent working with members of a junior board. RegenerateIT is a socially-motivated technology e-inclusion specialist at the leading edge of technological advances. Its purpose is to use the best that wi-fi and cloud computing have to offer to provide public services in an affordable, innovative and managed environment that is focused on delivering benefit to communities involved in training, learning, capacity building and social enterprise. Its clients range from the Peabody Trust to the British Library. Richmond <strong>Housing</strong> Partnership is a dynamic, innovative and customerfocused organisation made up of two RSLs which own and manage over 10,000 properties in South-West London. Shepherds Bush <strong>Housing</strong> Association was formed in 1968 by members of the Church of St Stephen and St Thomas in Shepherds Bush who were deeply concerned about the lack of good quality affordable housing locally. SBHA is the parent organisation of Shepherds Bush <strong>Housing</strong> Group. We own and manage nearly 5,000 homes across a variety of tenures as we believe that quality affordable homes are the foundation of society. We regenerate neighbourhoods, help residents to live independently, run a well-being service, provide a furniture re-use service and help people onto the property ladder through low-cost home ownership. South Liverpool Homes has 3,600 properties in the Speke & Garston areas of Liverpool. It is helping to transform South Liverpool through investment, partnerships and by placing the community at the heart of everything we do. The SLH Group is about more than just bricks and mortar; we are creating places people want to live by tackling ASB, building skills, opportunities and innovative ways of involving people in their local community. Our mission is to make South Liverpool the place to be.
From ORDER... ...To COMPLETION AccuServ enables DLOs and Contractors to manage the end-to-end process of housing repairs. • Controlling & Reducing Costs • Improving Productivity • Ensuring Delivery Against Service Levels To find out how Internetalia and AccuServ can help you, visit our stand, or contact us on 0800 056 9927. www.accuserv.co.uk
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