Category

Housing Association

TriPartum selected as member of Xerox affiliate network

TriPartum are proud to be selected as a member of the Xerox affiliate network supporting the industry innovator in providing insights to their clients enabling them to shape and create unique solutions that drive positive customer experience.

Founded in 2009, TriPartum has built an impressive portfolio of clients that include sectors such as Housing Associations, Finance, Telecoms, and Business Services, providing a high-touch, deep engagement model that optimizes customer communications in order to improve operational efficiencies, enhance customer experience, strengthen brand presence whist delivering bottom-line benefits.

“We are honoured to be recognised for our expertise and this opens up scenarios for us to further our growth plans for the next 2-3 years,” expressed James Shand, Managing Director at TriPartum.

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TriPartum joins Ecrion’s growing stable of solution providers

TriPartum are pleased to announce a new partnership agreement with Ecrion (a leader in the development and implementation of smart, modern customer communications management software) and joins a global list of solution providers that now covers over 30 countries.

This agreement builds on a relationship that dates back for over 10 years to expand TriPartum’s managed services practice and provide continued expertise for our existing client base, as well as introduce new sales and marketing workstreams to jointly acquire new customers.

“We are excited to deepen our collaboration with Ecrion and be recognised for our expertise as this opens up scenarios for us to further our growth plans for the next 2-3 years,” expressed James Shand, Managing Director at TriPartum.

Founded in 2009, TriPartum has built an impressive portfolio of clients that include sectors such as Housing Associations, Finance, Telecoms, and Business Services, providing a high-touch, deep engagement model that optimises customer communications in order to improve operational efficiencies, enhance customer experience, strengthen brand presence whist delivering bottom-line benefits.

“With Ecrion having a new office location in Guildford, England, the timing is perfect to expand operations throughout the UK market,” said Paul Schenkel, Ecrion’s Director of Strategic Partners.

Launch activities are planned for September 2018 to focus on driving marketing awareness and pipeline development.

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Renting Homes (Wales) Act 2016 – TriPartum hosts CHC membership workshop

Following the successful event in February, TriPartum hosted another workshop in June aimed at understanding the requirements being placed on Housing Associations and Local Authorities as a result of the Renting Homes (Wales) Act 2016.

Speakers

James Shand, Managing Director, TriPartum Limited.
Chair.

Bethan Galdwyn, Senior Associate, Hugh James, Cardiff.
Outlined what needs to be done in order to meet the landlord’s obligations as a result of the Act and the anticipated timeframes.

Anthony Cody, Senior Policy Manager – Renting Homes, Welsh Government.
Outlined the current position with the work being undertaken to create illustrative contracts based on the legislation passed by the Welsh Assembly.

David Pickett, Business Development, TriPartum Limited.
Demonstrated a technical solution to help Housing Associations and Local Authorities deliver on their requirements with regard to the issue and re-issue of tenant contracts based on the new legislation.

The Workshop

The workshop held in the delightful surroundings of the Quay Hotel, Deganwy, North Wales, was an opportunity for Housing Associations and Local Authorities to ask questions and understand the various different requirements of the Act.

With the introduction of the Renting Homes (Wales) Act 2016, Registered Social Landlords (RSL), including housing associations and local authorities, will have to manage the process of reissuing tenancy contracts to all of their tenants as per the requirements of the Act.

There are a number of challenges to address when fulfilling the requirements of the Act which will take time (and potentially considerable resource) in identifying the content of existing tenant contracts in order to provide revisions which reflect tenants’ rights.

Our initial research has highlighted the need for:

  • a contract system for Senior Management Teams and Housing Managers to easily view all the variations in contracts with residents.
  • a central repository for standard wordings, as at present any changes are difficult to manage and identify across multiple contract templates.
  • an approval, workflow and audit process for changes to contracts when they are issued as there is provision for tenants to seek compensation where they feel they are in a worse position.
  • a straight forward way to make amendments and manage changes to content whilst ensuring that revised contracts can be version controlled and sent to the residents’ channel of choice.

Although there will be a six-month period to deliver the requirements of the Act once the date has been announced, assessing its scope and implications and the effect on internal operational procedures is essential.

A way forward

TriPartum have developed a solution to help with the management and delivery of revised and subsequent contracts to all tenants based on an existing technology supported as part of the TriPartum managed services for Customer Communications Management (CCM).

The aim of the platform is to make the process for delivering contracts to your residents’ channel of choice as simple as possible within a secure environment that has full audit features alongside a user friendly interface.

If you are interested in seeing the TriPartum solution and understanding how we can support you in delivering these requirements give us a call on 0207 186 0055.

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TriPartum delivers CHC membership workshop

TriPartum worked with Community Housing Cymru (CHC) to deliver a workshop on 19th February in Cardiff aimed at understanding the requirements being placed on Housing Associations and Local Authorities as a result of the Renting Homes (Wales) Act 2016.

Speakers were:

James Shand, Managing Director, TriPartum Limited – Chair and facilitator for the event.

Stuart Ropke, Chief Executive, Community Housing Cymru who opened the event highlighting this new partnership with Commercial Partners to bring the membership insights and information to help deliver services.

Bethan Galdwyn, Senior Associate, Hugh James, Cardiff looking at what needs to be done in order to meet the landlord’s obligations as a result of the Act and the anticipated timeframes.

Simon White, Head of Housing Strategy and Legislation, Housing Policy Division, Welsh Government outlined the current position with the work being undertaken to create illustrative contracts based on the legislation passed by the Welsh Assembly.

Mike Prager, Technical Director, TriPartum Limited who delivered a demonstration of a technology solution that is available to help Housing Associations and Local Authorities deliver on their requirements with regard to the reissue of tenant contracts based on the new legislation.

Complying with the Act

Bethan gave the audience some insight on the actions that they need to consider in order to comply with the Act. There were specific examples highlighted along with discussion on the implications for failing to comply. Effectively the key messages were;

  • When the date for implementation is announced there will be a 6-month window in which to comply and deliver on the requirements.
  • There will be two types of contract – new tenants and existing. New tenants will simply be issued with contracts using the new wording. Existing tenants will need to be issued with new ‘versions’ which incorporate the new wording plus any existing clauses tenants might rely on.
  • To achieve the new version contracts, it will be important to understand what clauses currently exist with tenants to understand what clauses might need to be carried over. This is work that can start now rather than waiting for the 6-month window to deploy.
  • There is a lot to be done in preparation so don’t leave it until the 6-month window. Start the process now and be prepared.

Requirements for the Act

Simon gave an update on the status of the requirements for the Act with a focus on the clauses which will be displayed in the illustrative contracts. Key messages were;

  • Communication to tenants about what is happening is going to be key to avoid confusion.
  • The Act is seeking to offer clarity on right and responsibilities.
  • Fundamental clauses are those which are mandatory in all contracts and should not be amended.
  • Supplementary clauses are recommended to be included in all contracts BUT there is the option to amend or remove as long as the result favours the tenant.
  • Additional clauses are those to be added related to specific properties or converted across from existing tenant terms.
  • There MUST be some form of explanatory notes included with the contract by way of helpful notes for tenants.
  • At this stage the date for implementation has not been set. The Abolition of the Right to Buy becomes law in January 2019 so the earliest date is expected to be April 2019 or even as late as October 2019.
  • The creation of the illustrative contracts is to reduce the administrative burden on landlords.

Technical Solution

Mike demonstrated a technology solution to generate and deliver new contracts and revised (version) contracts. This is based on an existing technology supported as part of the TriPartum managed services for CCM (customer content management). Key messages were;

  • You can set-up the required versions of contracts with a simple batch process.
  • When you open a version of a document you will be presented with the clauses for specific types of contract which can then be amended as required for the different versions with a dynamic WYSIWYG interface.
  • You can identify clauses which you do not want amended so they would be protected.
  • Uploading the personal details for tenants is manged with a simple .CSV files to process in batch mode.
  • Draft pdf images are available to checking via an approval workflow before submission for delivery across appropriate channels.
  • All channels are available to deliver the contract documents on notification they are available – paper; SMS; email and secure document exchange.
  • The secure document exchange facility provides access to a secure portal where tenants can access their documents. There is also a mobile app to access and upload content. It is a two-way channel so documents can be captured and sent back to the you by tenants – such as proof of identity documents

The aim of the platform is to make the process for delivering contracts to tenants as simple as possible with a technology interface which will provide a complete audit trail across multiple delivery channels.

Summary

There is no doubt that fulfilling the requirements of the Act will take time and potentially considerable resource in identifying the content of existing tenant clauses in order to provide revisions which reflect the tenants’ rights today.

Whilst there will be a six-month period to deliver the requirements, once the date has been announced, it would be prudent to start work prior to this in order to understand the scope of what is required.

Everyone is looking to technology to ease operational costs with processes to deliver on VfM (Value from Money) objectives. The TriPartum solution will help meet this objective, especially with the initial delivery of contracts to all tenants.

Due to the Act providing for tenants to seek compensation from landlords for failing to comply with the requirements of the Act, particularly where they feel they are in a worse position, audit trails will be critical in defence.

GDPR will add a further level of complexity to the process where landlords are seeking to deliver documents electronically to save cost. This will need to be undertaken in a secure way which is the essence behind the TriPartum secure document exchange as part of the electronic channel delivery.

James Shand, Managing Director, TriPartum

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TriPartum presents at CHC Communications Conference

TriPartum presents at CHC Communications Conference

It’s been a busy start to the year, with Ben Whitmore, TriPartum’s Design Director, travelling to Swansea to present at the 2018 Communications Conference, organised by Community Housing Cymru (CHC).

The conference featured sessions on marketing, social media, branding, crisis communications, media relations, graphic design and more.

In his presentation ‘Communicating clearly with tenants’, Ben focused on how to:

  • make sure that regular tenant communications, such as rent statements and service charge documents, are clear and compelling
  • communicate with tenants in the format that is right for them
  • create better customer experiences.

You can find out more about the conference here.

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TriPartum delivers on new Peabody Customer Communication Initiative

TriPartum delivers on new Peabody Customer Communication Initiative

December 12, 2017 – TriPartum, the customer communications management (CCM) experts, has enabled the Peabody Group to enhance customer experience and engagement through a new annual service charges communication initiative.

Following a recent merger with Family Mosaic, the new Peabody Group now provides homes and services to more than 111,000 residents and 8,000 care home service customers. As part of its strategy, the organisation sought to enhance its annual actual service charges mailing, previously a 10-page mono colour document.

“We work with many social housing organisations to enhance their customer communications,” said James Shand, Managing Director, TriPartum. “We met with Peabody’s key stakeholders and created then delivered a 16-page personalised colour booklet which clearly and concisely outlined each recipient’s annual service charges.”

Timescales for the project were very tight – less than three months from initial meetings with TriPartum to a pilot mailing of the final booklet, including complex data sorting and verification. TriPartum really delivered on the project, and since the mailing went out an initial customer survey by Peabody revealed that around 80% agreed the format was an improvement and the content was clearer, and just under 66% indicated it was easier to understand.

About TriPartum

We are knowledgeable and experienced Customer Communications Management (CCM) experts, providing organisations with advice and services that transform their communications and enhance customer experience.
Our unique blend of expertise combines business strategy, process analysis, information design, development, data integration and analytics to create cost-effective solutions that can be delivered to multiple channels. Our experience spans a wide range of sectors including Social Housing, Insurance, Telecom, Utility, Retail and Financial Services.

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Ebook: How to accelerate digital transition

Digital transition really is a journey. It’s about moving towards the use of digital technology to communicate with customers more effectively, enhance customer experience, increase staff efficiency and ensure Value for Money (VfM) in the delivery of services.

Moving from largely paper-based processes to the use and deployment of digital technologies certainly isn’t straightforward, and organisational inertia often means it’s easy to get bogged down.

So how can you accelerate digital transition? We’ve put together an Ebook that outlines 10 steps that can help speed your journey, including:

  • Review your existing documents and processes
  • Involve all key stakeholders
  • Make improvements – but only where you need to
  • Get your customers’ perspectives
  • Outline a strategy
  • Determine your key goals
  • Identify and leverage data
  • Establish your customer touchpoints
  • Make sure you’re compliant
  • Get external help and expertise
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24Housing December features TriPartum’s Digital Transformation article

24Housing features TriPartum’s Digital Transformation article

An article by TriPartum’s MD James Shand, ‘Digital Transformation Roadmap – where are you heading?’, is featured in the December issue of 24Housing magazine.

Many housing associations are certainly focused on a digital transformation (or transition) ‘roadmap’. The key question that the article poses is: how many of them know where they’re heading?

Leveraging current paper-based processes to work seamlessly with new digital initiatives really can help increase the effectiveness of both channels.

Digital transformation needn’t just be a buzz phrase – it really is feasible for any housing association to achieve it successfully by ensuring that the right solutions are in place to enable communication via the channels that customers demand.

You can also download our Ebook ‘Five ways to enhance tenant and leaseholder communications’ here.

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Housing Technology November features TriPartum article

TriPartum featured in Housing Technology

Housing Technology magazine’s November issue features an article by TriPartum’s MD James Shand on ‘Enhancing tenant communications’.

In the article, James outlines five ways to enhance regular tenant and leaseholder communications, including:

  • Reviewing statements and other correspondence
  • Ensuring clarity of message across all communications
  • Understanding and leveraging data
  • Personalising and improving experience and response
  • Communicating via tenants’ channels of choice

The article also includes key questions housing associations need to ask when looking at how they can maximise the value of their customer communications.

You can also download our Ebook ‘Five ways to enhance tenant and leaseholder communications’ here.

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TriPartum is a winner at Solutions Awards

TriPartum is a winner at Solutions Awards

We’re delighted to announce that TriPartum has won the ‘Solutions for Direct Mail’ category of The Solutions Awards 2017, held on November 14 at London’s Café de Paris.

The awards, organised by Earth Island, publishers of leading monthly Print Solutions, recognise excellence in the print services industry.

TriPartum’s winning entry was based on our work at One Housing. TriPartum produced a fully personalised, digitally printed 20-page A4 booklet for the housing association’s annual mailing to around 14,000 tenants and leaseholders, enabling significant improvements in efficiency and associated cost savings. You can find out more by reading our One Housing client story.

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