Category

Housing Association

Understanding tenant’s needs to create clear communications

On the 3rd July TriPartum, with Northern Housing Magazine held a working lunch and debated customer insights and engagement for those in the social housing sector.

‘Social landlords need clear lines of communication and strong data to really understand their tenants’ wants and needs, but in an era of technological change and transition this is easier said than done, especially as they can’t leave the analogue generation behind…’

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Improve the effectiveness of your customer communications

Customer experience and digital transition are two major challenges facing housing associations today, along with the longstanding requirement to deliver Value for Money.

In our article for Northern Housing magazine Summer 2019 read more about the process to improve the effectiveness of customer communications, especially around rent and service charges, delivering key benefits of improved customer experience and value for money.

These changes in process can also help with digital transition as solutions can be integrated with portal developments; secure electronic file delivery; automating change processes; electronic completion of forms with signatures, as well as the ability to integrate data from multiple systems.

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Outsourcing and shared services – Housing Technology March 2019

Read more about the opportunity for shared services written by TriPartum MD James Shand for the March 2019 addition of Housing Technology magazine March 2019

In recent years, shared services and outsourced services have tended to morph into a single area as housing providers seek to optimise budgets. The original objective was to collaborate within the sector, to effectively share the provision of a service by one part of an organisation or group, but this only took into account the best practices of the interested parties, rather than necessarily the best practices across all sectors for the services involved.

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Communicating service charges to customers – Northern Housing Spring 2019

Read more about the importance of communicating service charges to customers and the opportunity for shared services written by TriPartum MD James Shand for the spring 2019 addition of Northern Housing Magazine.

Communicating the detail and associated explanations of Rents, Service Charges, Sinking Funds, and Section 20 notifications, is often seen as a ‘chore’ when having to report on how money is being spent. There is a growing demand from customers for greater transparency to ensure they are receiving ‘value for money’. Developing a strategy for this is also important with a continued challenge for ‘doing more with less’.

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TriPartum gears up for this weeks NLG Annual Conference

As sponsors and exhibitors at this year’s event, we are excited at the opportunity to meet with thought leaders within the Housing sector on Wednesday 28th November 2018.

At TriPartum we bridge the gap between data and your customers to help improve the customer experience as part of your digital transition. We have experience across many different sectors – housing being one – so can bring a variety of insight and knowledge for delivering effective customer content solutions.

To find out more about how our solutions can streamline your document and communication challenges, call David Pickett (New Business Development Manager) on 0207 186 0055.

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TriPartum support the National Leasehold Group conference

We are proud to further our support of the National Leasehold Group (NLG) and be a sponsor at the annual conference at London Olympia 28 November 2018. We will be showcasing our work for innovative housing associations, and building on our current relationships, to help improve customer experience and offer bottom-line value.

Come by our stand and gain first hand insights from James Shand (Managing Director) and David Pickett (New Business Development Manager) into how moving to our managed service has transformed the customer experience and streamlined business processes for leasehold communications.

If you can’t attend the conference and are interested in finding out more how TriPartum can help you then please give us a call on 0207 186 0055.

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TriPartum highlights the benefits of having a coherent customer communications strategy

We were pleased to once again support the Community Housing Cymru annual housing conference on 11-12 October in the Metropole Hotel, Llandrindod. It provided an ideal opportunity to meet many of the members with whom we have been talking to over the past 12 months as well as new faces wanting to understand how they can improve their customer communications.

Clearly there are still the pressures on all organisations to deliver VfM (Value for Money) across the board, but many had not realised the opportunities that were available in delivering a coherent customer communications strategy. It’s not just about the cost of printing a piece of paper but the total cost for the end-to-end process from generation of the data to the action required by the recipient (customer/tenant/resident).

We were able to demonstrate this with real examples for housing associations, that were able to

  • reduce the cost of materials and postage with some clients achieving savings of up to 44% of materials cost and a reduction of postage costs by 15%
  • improve the business processes with a reduction in the internal time to carry out a mailing by some 800-man hours.
  • reduce the number of calls following a mailing with one client reducing historical inbound calls relating to the same mailing from the previous year by 99%
  • enhance the brand presence of their documentation as well as the customer experience with another association demonstrating (via a questionnaire) an 86% improvement in customer satisfaction

Additionally, there are the softer benefits around the speed to process and despatch to meet regulatory deadlines, with audit trails for receipt of data to posting, plus validation of data and customised content, which contribute to the VfM goal.

A specific requirement for the Welsh market is the need to provide dual language documents, which we can easily accommodate once agreed translations are available. If required, this could be based on customer preference for language of choice with the default being dual languages. Having the preference option can also help with reductions in cost.

Get in touch to see how you can realise the benefits from effective customer communications.

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Ecrion’s World Wide Director of Strategic Partnerships visits TriPartum

James Shand, Managing Director welcomes Paul Schenkel, World Wide Director of Strategic Partnerships at Ecrion Software who visited TriPartum to build on our close working relationship as a Solutions Partner.

Paul Schenkel (World Wide Director of Strategic Partnerships) and Adrian Cozma (Implementation Manager) of Ecrion Software visited TriPartums’ offices to discuss sales, marketing and technical roadmaps.

Paul explained that,

‘Ecrion has had a decade long, deep relationship with TriPartum as customer, trusted advisor, and now formally, a partner and we are excited to kick off our go-to-market activities to build out new revenue streams for both companies.’

The Ecrion enterprise platform forms the backbone of TriPartums’ managed service and as part of the discussions, our Technical Director Mike Prager showcased in more detail how TriPartum have utilised and extended the platform to serve a multitude of clients and their associated communication needs.

Click here for more information about how our expertise and managed service can help you communicate effectively with your customers.

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TriPartum speaks at Association of Retirement Housing Managers conference

At the annual conference for the Association of Retirement Housing Managers (ARHM) that represents 55 organisations which, between them, manage just over 100,000 leasehold retirement properties James Shand (Managing Director of TriPartum) shared a platform with Gordon Whelan (Managing Director Haines Watts Service Charge Limited) on ‘Helping leaseholders understand service charges’.

With increasing scrutiny of the charges associated with leasehold properties, the entertaining presentation demonstrated how getting the numbers right within a regulatory environment is just part of the picture and that by bringing them to life through clear design and graphical summaries helps customer engagement and comprehension.

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TriPartum exhibit at Community Housing Cymru, One Big Housing Conference 2018

We are a returning exhibitor at the annual CHC conference (11-12 October 2018) where we will be showcasing our work for innovative organisations and building on our current relationships with Welsh housing associations.

Come by our stand and gain first hand insights from James Shand (Managing Director) and David Pickett (New Business Development Manager) into how moving to our managed service has transformed the customer experience and associated business processes for rent and service charge communications and reduced

  • internal processes by some 800 man hours
  • customer calls querying Rent and Service Charge communications by cir95%
  • materials and postage costs

Find out more about how we can support you with a streamlined process and compliant reporting for producing revised contracts associated with the upcoming implementation of the Renting Homes (Wales) Act.

If you can’t attend the conference and are interested in finding out more how TriPartum can help you then please give us a call on 0207 186 0055.

For further details visit the conference website

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