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Service Transformation

Opportunity to join the social housing digital champion network

SCVO are kicking off a new digital project with opportunities for housing organisations across Scotland

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About

SFHA’s Innovation and Futures Thinking programme is bringing our members and other stakeholders together to collaboratively develop new ideas and solutions for the future.  The new ‘innovation community’ is growing daily, with over half of our members already signed up to take part.  Our shared starting point is a collective ambition to broaden and strengthen the sector’s contribution to social justice and inclusive growth.

The programme aims to be:

  • Inspirational – incorporating international and ‘out of sector’ inputs to promote radical thinking and fresh approaches
  • Customer focused – using design-led approaches which put people at the centre
  • Evidence-led – building ideas and solutions based on robust research and insight
  • Sustainable – developing capacity for the housing sector to continue to innovate on an on-going basis.

We have three key streams of work to focus our innovation:  

Home of the Future

Innovation in design, construction and maintenance will deliver higher standards and maintain affordable rents. The Home of the Future will be designed around individual needs and desires of the people living there, and will reduce isolation and support connectivity. The Challenge: Can the housing and construction sectors, and others, come together to create a vision of future living?

Service Transformation

Digital technology will transform how housing associations work, making staff and services more agile, more responsive to customers’ needs and more efficient. Housing association customers will build their digital skills, bringing wide economic and social benefits. The Challenge: How will different types of customers and staff experience services in the digital future, and what does this mean for housing associations now?

Tackling Poverty and Demonstrating Impact

Many people on low incomes feel powerless, denied the same choices as others and often paying over the odds for goods and services.  Housing associations enable people and their communities to be resilient. However, we can do even more to improve the lives of the people we are here for. The Challenge: Can we develop practical ways for housing associations to co-design local services and demonstrate impact on poverty and the economy on an on-going basis?

 

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Qlinker – the Dutch digital housing association

Blog by Henk Korevaar, Qlinker  

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tags : Digital / Customer Insight / Innovation

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The Dutch digital housing association, Qlinker, aims to turn traditional housing association procedures upside down in order to serve its tenants in the most customer friendly way possible. In order to achieve this, the Qlinker team started from scratch: no existing organisation, no existing IT infrastructure and no legacy systems but instead the tenant as its starting point. 

Qlinker (‘klinker’ is the Dutch word for ‘brick’) was established back in 2017 by its parent company Mitros; a large (28.000 units) Dutch housing association situated in Utrecht, in the heart of the country. The initial challenge was answering the question: What would a housing association look like, when set up by Google and built around the customer? 

In order to make its ‘what you see is what you get’ principle more customer friendly, Qlinker uses a ‘rental passport’, effectively a tenant ID that contains information on income and family composition. By using this passport, a tenant only gets to see the properties for which they are eligible and requires only to share need to know data. This is aimed at supporting the Qlinker ambition to ‘achieve higher customer satisfaction with lower operating costs.’ Currently, the rental process at Qlinker is already using 44% less man hours than with its parent company, Mitros. 

The process is fully digital and has effectively cut down the application time from six days to as little as six hours, sometimes even to a mere ten minutes! Tenants use the Qlinker app for all their interaction – from finding a new (or different) home, signing their contract, paying their rent and asking for maintenance or repairs. 

Learning and sharing is Qlinker’s mantra. Its ambition is not to develop new technologies, but to utilise new and promising innovations from startups or other housing associations in order to make the customer journey as simple, smooth and fast as possible. Present IT systems tend to be unnecessary complex; Qlinker doesn’t want to become frustrated by this.  

Qlinker has not yet quite met its ambition of being the ‘100% digital housing association’, but is interested in sharing its lessons learned and will gladly ‘steal’ innovations from their peers, both in The Netherlands as well as internationally. Qlinker is a live ‘Innovation Lab’ that allows new ideas and concepts to be tested in real life.  

Interested? 

Qlinker is not looking for partners, peers or investors who want to wait for the new world to come and then embrace and accept it with caution. It is looking for those who want to create that new world together with us. Does that appeal to you? Then please contact me: henk.korevaar@gmail.com 

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