Localz Blog: housing

CX2020: Key takeaways for housing associations

5 minutes read

Home has never been more important as tenants endure health worries, financial uncertainty and social distancing. This was the backdrop for last week’s Inside Housing CX2020 conference - of which Localz was a proud sponsor.

Read More

Housing customer feedback – what’s the point?

11 minutes read

For many years, the measurement of customer satisfaction (CSAT) has played an important role in the housing sector. Most Registered Social Landlords (RSLs) publish annual CSAT targets – both for repairs and ‘overall satisfaction’ – and they publish attainment against those targets. 

Given that most RSLs have more demand than they can cope with, rents are largely regulated, and the concepts of upsell, cross-sell and repeat-purchase don’t apply, you might ask “what are we actually trying to...

Read More

Housing repairs - keeping up with the Joneses (or Amazon, Uber, DPD…)

6 minutes read

In the last year I’ve increasingly heard housing associations and repairs contractors recognising that customer expectations have shifted, and that they need to change to keep up. 

Some providers have an explicitly stated goal to “provide an experience like DPD or Uber” when carrying out services. By extension, this requirement is making its way into repair and maintenance contracts.

The global pandemic has accelerated these changes, as tenants require increased reassurance and communication...

Read More

Customer communication: The key to remobilising housing appointments

6 minutes read

As lockdown measures ease, housing providers are gradually reinstating repair and maintenance visits. But with a backlog of appointments to work through, landlords have their work cut out to comply with recommendations.

Read More

How field service companies can embrace the grown up gig economy

5 minutes read

There are around  4.7 million gig workers in the UK at the moment. Consumer demands for “instant” everything has led to the rise of services like Deliveroo, Uber and Amazon Prime. For me, if I can’t get my hands on it now, I don’t really want it and I’m not the only one who feels like this.

Read More

Wates Living Space introduces innovative new tracking service

2 minutes read

Leading affordable housing maintenance provider, Wates Living Space, has introduced a new repairs and maintenance tracking system for residents, in a move to enhance customer service and operational efficiency.

The Find my Engineer system, developed by Localz, will enable residents to track their operatives estimated time of arrival in real-time, and follow their approach using a live map.

Read More