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 personalized 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

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

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

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

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.

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.

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.

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