We have been shortlisted in a leading housing awards scheme

We have been shortlisted in the Best Use of Data Intelligence category in this year’s UK Housing Awards organised by Ocean Media Group.  

The awards aim to recognise excellence in UK housing, showcasing examples to the wider community.   

The entry focussed on our use of data intelligence to drive service change and improvements by implementing a Dynamics 365 powered Complaints Management solution that enables us to manage all of our complaints in one place, with robust record keeping, data quality and regulatory compliance all in place.  

The winners will be unveiled at a ceremony on Tuesday 26 November at The Point in Manchester, with panoramic views of the world famous cricket pitch at Old Trafford.  

Rob Fletcher, our Director of Data and Applications said: “To be shortlisted at this year’s UK Housing Awards is extremely well deserved for those teams who have worked on this project. Housing associations up and down the country have seen a significant increase in complaints over the last year so successful complaints management and their efficient handling is a critical success factor for us. We wish all those involved – and everyone at the awards – the very best of luck!”  

The solution provides an essential performance and management information tool relating to complaints, which is used daily by our Customer Experience Management Team to ensure they are operating within the Housing Ombudsman Complaint Handling Code timescales.  It was developed with the help of Baytree Housing Consultants, a small and specialised partner with deep housing sector knowledge and experience; a customer centric and agile methodology was used to deliver a solution that is fit for purpose and future proof.  The solution uses Microsoft Power Platform technologies such as Power Automate, Power BI and D365 CE, to automate workflows, generate reports and dashboards and create custom apps for specific needs.  It also sets the foundations for using Artificial Intelligence and machine learning to further analyse and optimise complaints management as well as respond quickly and effectively to changing sector demands and regulations.   

Photo caption : Rob Fletcher, Director of Data and Applications at Platform Housing Group