64% of respondents questioned during the Chartered Institute of Housing and the Capita Housing annual conferences held over the summer feel that the lengthening housing waiting lists have had a negative impact on productivity and customer service. They also believe this decline in service quality could be attributable to old and inefficient software and increased pressures on human resources.
Roger Birkinshaw, housing director at Capita Software Services, said: “The survey clearly demonstrates that social housing providers are looking for new ways to deliver their valuable services, but with a reduced budget. The vast majority recognise the role that technology and forming partnerships with organisations can play, helping free up valuable time to make better use of human resources.”
In light of the pressures that social housing providers are under during the current economic climate, Capita Software Services also asked if they felt that technology would feature highly in delivering the biggest social housing programme since the 1950s: 92% surveyed did believe that technology would be a major contributing factor.
Roger added: “We expect IT to be a key contributor to the success of social housing providers, helping ensure service levels are maintained. There will be an increased strain on resources in future as more and more people find themselves in need of social housing. Our survey results have shown that housing associations believe IT will help them meet this need.”
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