Building trust and unlocking capacity through digital I Rob Quayle & Amanda Leonard

Given the current complex operating environment, the sector is facing some of its biggest challenges for over a decade with significant change to policy and regulation, eye watering capacity challenges with reduced revenues and increased costs and multi faceted, competing demands for asset investment.

With focus on decency, decarbonisation and building safety it is no wonder that customers are feeling disconnected from what their landlord is doing to address challenges and recent data from Housemark has highlighted that there still remains gaps in communication with customers in key areas.

High performing landlords are getting ahead of these challenges and are thinking about how accurate customer data to understand needs and preferences is essential for improving customer experience and digitalisation need not be seen as a one dimensional efficiency vehicle, but as a capacity creator, enabling resources to be targeted to those customers who need a more tailored service or support.