Navigating the Digital Housing Maze Qrious

In almost every other category, the internet has led to the so-called “age of the customer”, making it easier for competitors to spring up, and for us to take our business elsewhere, such that organisations are forced to ensure their services are delivering more and more value to customers. But many of HAs’ traditional ‘customers’ have little choice in provider, and although HAs have moved some services online, they are often still rooted in processes that suit the business rather than journeys that suit the customer. In this episode we’ll explore how digital transformation can better deliver what customers need from us, and enable organisations to serve more customers, better.

The global pandemic has accelerated the adoption of digital technology and thinking in organisations across the country but how might an organisation convert short-term lessons to long-term benefits? If it’s just a straightforward case of achieving cost savings by gradually moving services online, then why hasn’t this yet happened wholesale? Despite a business case that delivers better outcomes at lower cost to serve, the social housing sector has only seen a patchwork of success. In this episode, we’ll explore the different drivers and structural barriers that stand in the way of HAs fully taking advantage of digital.

Leading commercial organisations today are finding ways to embed digital ways of thinking throughout the business: with faster and more agile delivery of services and experiences that customers love, joined up content, marketing and innovation, smart use of data and analytics in decision making, and core technology that enables faster and cheaper operations. They see digital as a core internal capability. What are commercial organisations doing differently which has enabled them to secure the digital dividend? How might a social housing organisation’s culture and leadership need to adapt? And is traditional procurement an obstacle to securing the digital dividend? In this episode, we’ll explore what a digital-first HA of the future could look like and how you journey towards it.