We work with housing associations up and down the land and so are able to see examples of good practice in the sector. And I've reached the conclusion that not enough of our colleagues are making use of the new rules of engagement or in other words, housing associations need to update their communication strategies.
However, there are some fabulous examples of how this brave new world has worked really well for housing associations. Embracing these new communication models can help you engage with residents in both a cost effective and interesting way, and, more often than not, in a way that better suits the tenant.
The internet is largely responsible for the new rules of engagement with its video, social networking, webinars, on line publications and forums but it also includes mobile phone games and applications. The InLiving Game is a particular favourite of mine. It uses a similar platform to The Sims and aims to promote independent living skills to young residents using a mobile phone app.
Digital and internet TV is also set to provide a popular communication tool in the future. Already Twin Valley Homes are allowing residents to access its choice based lettings scheme B-with-us via their television sets. The internet is now a tried and tested way of communicating with customers, regardless of who they are. While large consumer brands have become adept at using the internet as an engagement and communication tool, social housing providers have been reluctant to embrace all of its possibilities.
Originally this was because social housing tenants did not have access to the internet but this can no longer be used as an excuse and indeed a study by Southern Housing Trust found that its tenant's usage of the Internet matched national usage.
As a reader of this blog, chances are you are already familiar with some of the new rules of engagement but if the social housing sector is going to maximise its community engagement, it needs to go further. I've given you some ideas above but these should be a stepping off point. It's a big old internet, make the most of it.
Chloe Weatherhead is head of Housing e-Academy, publishers of Engaging Tenants Through Technology
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