Physically distant but virtually accessible – connecting through digital technology
Part of our transformation in 2020 series of articles, showcasing a range of good practice and new ways of working from our members, partners and SFHA.
Many organisations have long understood the benefit of being digitally literate and using technology to make their services more effective and efficient. While this was a difficult year, it also motivated organisations to expedite the introduction of new digital services for customers, tenants and staff.
The following examples show how the social housing sector responded to the pandemic, and lockdown, increasing its use of digital services.
Updating systems and services
Cloch Housing Association implement a hosted VOIP system. With staff able to answer incoming calls from the office, from home or remotely via an app on their mobile phone, it allows Cloch to deliver the customer service that the association prides itself on. The cloud-based system also supports business continuity. Read more here.
Becoming paper free! East Lothian Housing Association welcomed its 1,000th paper-free tenant in October. ELHA says being paper-free improves information sharing. The organisation is now 73% paper-free through the use of online services and digital platforms. Read more here.
The pandemic saw many organisations hold virtual meetings, using video calling platforms, for the first time. SFHA created video conferencing guidance and you can find here.
The pandemic also forced a transition from in-person conference to virtual events. SFHA introduced a new programme of virtual webinars, conferences and training: SFHA Live!. Virtual events allow for networking and learning while working remotely.
Promoting wellbeing
In order to support and improve staff health and wellbeing, Bield Housing and Care created a ‘Wall of Kindness’ platform and a Health and Wellbeing Hub to highlight the Bield staff’s hard work and dedication. The platform and hub also offer support and guidance for staff that are faced with challenges. Read more here.
Digital inclusion
Tech roll-out! Blackwood Housing identified its vulnerable tenants and provided them with tablets and Wi-Fi to allow them to communicate with family and friends. It led to an outstanding 800% increase in the function that allows customers to contact family and friends. Read more here.
River Clyde Homes’ Digital Inclusion Team provides free one-to-one and group support for tenants to gain skills for using a smartphone, tablet or computer. Read more here.
Linstone Housing Association created an access database system which was written in-house by its finance team. The invoice process changed from manual to digital, invoices were logged onto the system and all authorisation by appropriate staff members were completed digitally. This produced a digital audit trail, reduced carbon footprint and made a cost saving.
Berwickshire Housing Association, in partnership with Connecting Scotland and Scottish Borders Council, secured digital support for tenants by providing access to iPads, along with personalised support and broadband, to help them develop their digital skills and communicate with family and friends. Read more here.
Connecting Castlemilk is Ardenglen Housing Association’s initiative to connect older and young people in order to tackle loneliness and isolation. The project sees younger people helping seniors to develop their digital skills. Read more here.
Govan Housing Association’s Community Inclusion team is committed to meeting the needs of its tenants. The team worked with local partners to support the distribution of IT devices to residents who weren’t online. The association is making plans to introduce #Digimeets and #DigiSurgeries and increase local digital provision.
Technology Enabled Care in Housing
This year saw the creation of a new forum, aimed at harnessing the opportunities which the digital revolution offers in helping to support tenants to stay well and independent at home.
The Technology Enabled Care in Housing or TECH Community provides an opportunity for housing professionals to share ideas, innovative practice and resources as well as learn about emerging technologies and digital resources.
For example, within a week of launch, the TECH community received live demonstrations of the new Alzheimer Scotland resource ADAM and the upgraded Purple Alert app. Community members are already planning different ways to make these resources work for them and their tenants, for example, downloading the Purple Alert app to staff phones, allowing more eyes and ears on the ground if someone with Dementia goes missing.
Innovation fun fact
Did you know, Coca-Cola turned to augmented reality so that customers can see how each type of beverage display or vending machine would look and fit in their store? Being able to see exactly how the design works in the space helps customers to feel more confident in their purchase. Find out more here.
Read the other articles in this series
- Resiliently redesigning
- Physically distant but virtually accessible – connecting through digital technology
- SFHA associates and third sector partners: supporting the social housing sector
- Supporting our SFHA members during 2020
- A year of creativity, digitalisation and modernisation: SFHA Innovation Programme reflections
Contact us
Email: innovation@sfha.co.uk
Twitter: @InnovationSfha