Category

Housing Association

TriPartum gears up for this weeks NLG Annual Conference

As sponsors and exhibitors at this year’s event, we are excited at the opportunity to meet with thought leaders within the Housing sector on Wednesday 28th November 2018.

At TriPartum we bridge the gap between data and your customers to help improve the customer experience as part of your digital transition. We have experience across many different sectors – housing being one – so can bring a variety of insight and knowledge for delivering effective customer content solutions.

To find out more about how our solutions can streamline your document and communication challenges, call David Pickett (New Business Development Manager) on 0207 186 0055.

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TriPartum support the National Leasehold Group conference

We are proud to further our support of the National Leasehold Group (NLG) and be a sponsor at the annual conference at London Olympia 28 November 2018. We will be showcasing our work for innovative housing associations, and building on our current relationships, to help improve customer experience and offer bottom-line value.

Come by our stand and gain first hand insights from James Shand (Managing Director) and David Pickett (New Business Development Manager) into how moving to our managed service has transformed the customer experience and streamlined business processes for leasehold communications.

If you can’t attend the conference and are interested in finding out more how TriPartum can help you then please give us a call on 0207 186 0055.

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TriPartum highlights the benefits of having a coherent customer communications strategy

We were pleased to once again support the Community Housing Cymru annual housing conference on 11-12 October in the Metropole Hotel, Llandrindod. It provided an ideal opportunity to meet many of the members with whom we have been talking to over the past 12 months as well as new faces wanting to understand how they can improve their customer communications.

Clearly there are still the pressures on all organisations to deliver VfM (Value for Money) across the board, but many had not realised the opportunities that were available in delivering a coherent customer communications strategy. It’s not just about the cost of printing a piece of paper but the total cost for the end-to-end process from generation of the data to the action required by the recipient (customer/tenant/resident).

We were able to demonstrate this with real examples for housing associations, that were able to

  • reduce the cost of materials and postage with some clients achieving savings of up to 44% of materials cost and a reduction of postage costs by 15%
  • improve the business processes with a reduction in the internal time to carry out a mailing by some 800-man hours.
  • reduce the number of calls following a mailing with one client reducing historical inbound calls relating to the same mailing from the previous year by 99%
  • enhance the brand presence of their documentation as well as the customer experience with another association demonstrating (via a questionnaire) an 86% improvement in customer satisfaction

Additionally, there are the softer benefits around the speed to process and despatch to meet regulatory deadlines, with audit trails for receipt of data to posting, plus validation of data and customised content, which contribute to the VfM goal.

A specific requirement for the Welsh market is the need to provide dual language documents, which we can easily accommodate once agreed translations are available. If required, this could be based on customer preference for language of choice with the default being dual languages. Having the preference option can also help with reductions in cost.

Get in touch to see how you can realise the benefits from effective customer communications.

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Ecrion’s World Wide Director of Strategic Partnerships visits TriPartum

James Shand, Managing Director welcomes Paul Schenkel, World Wide Director of Strategic Partnerships at Ecrion Software who visited TriPartum to build on our close working relationship as a Solutions Partner.

Paul Schenkel (World Wide Director of Strategic Partnerships) and Adrian Cozma (Implementation Manager) of Ecrion Software visited TriPartums’ offices to discuss sales, marketing and technical roadmaps.

Paul explained that,

‘Ecrion has had a decade long, deep relationship with TriPartum as customer, trusted advisor, and now formally, a partner and we are excited to kick off our go-to-market activities to build out new revenue streams for both companies.’

The Ecrion enterprise platform forms the backbone of TriPartums’ managed service and as part of the discussions, our Technical Director Mike Prager showcased in more detail how TriPartum have utilised and extended the platform to serve a multitude of clients and their associated communication needs.

Click here for more information about how our expertise and managed service can help you communicate effectively with your customers.

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TriPartum speaks at Association of Retirement Housing Managers conference

At the annual conference for the Association of Retirement Housing Managers (ARHM) that represents 55 organisations which, between them, manage just over 100,000 leasehold retirement properties James Shand (Managing Director of TriPartum) shared a platform with Gordon Whelan (Managing Director Haines Watts Service Charge Limited) on ‘Helping leaseholders understand service charges’.

With increasing scrutiny of the charges associated with leasehold properties, the entertaining presentation demonstrated how getting the numbers right within a regulatory environment is just part of the picture and that by bringing them to life through clear design and graphical summaries helps customer engagement and comprehension.

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TriPartum exhibit at Community Housing Cymru, One Big Housing Conference 2018

We are a returning exhibitor at the annual CHC conference (11-12 October 2018) where we will be showcasing our work for innovative organisations and building on our current relationships with Welsh housing associations.

Come by our stand and gain first hand insights from James Shand (Managing Director) and David Pickett (New Business Development Manager) into how moving to our managed service has transformed the customer experience and associated business processes for rent and service charge communications and reduced

  • internal processes by some 800 man hours
  • customer calls querying Rent and Service Charge communications by cir95%
  • materials and postage costs

Find out more about how we can support you with a streamlined process and compliant reporting for producing revised contracts associated with the upcoming implementation of the Renting Homes (Wales) Act.

If you can’t attend the conference and are interested in finding out more how TriPartum can help you then please give us a call on 0207 186 0055.

For further details visit the conference website

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TriPartum selected as member of Xerox affiliate network

TriPartum are proud to be selected as a member of the Xerox affiliate network supporting the industry innovator in providing insights to their clients enabling them to shape and create unique solutions that drive positive customer experience.

Founded in 2009, TriPartum has built an impressive portfolio of clients that include sectors such as Housing Associations, Finance, Telecoms, and Business Services, providing a high-touch, deep engagement model that optimizes customer communications in order to improve operational efficiencies, enhance customer experience, strengthen brand presence whist delivering bottom-line benefits.

“We are honoured to be recognised for our expertise and this opens up scenarios for us to further our growth plans for the next 2-3 years,” expressed James Shand, Managing Director at TriPartum.

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TriPartum joins Ecrion’s growing stable of solution providers

TriPartum are pleased to announce a new partnership agreement with Ecrion (a leader in the development and implementation of smart, modern customer communications management software) and joins a global list of solution providers that now covers over 30 countries.

This agreement builds on a relationship that dates back for over 10 years to expand TriPartum’s managed services practice and provide continued expertise for our existing client base, as well as introduce new sales and marketing workstreams to jointly acquire new customers.

“We are excited to deepen our collaboration with Ecrion and be recognised for our expertise as this opens up scenarios for us to further our growth plans for the next 2-3 years,” expressed James Shand, Managing Director at TriPartum.

Founded in 2009, TriPartum has built an impressive portfolio of clients that include sectors such as Housing Associations, Finance, Telecoms, and Business Services, providing a high-touch, deep engagement model that optimises customer communications in order to improve operational efficiencies, enhance customer experience, strengthen brand presence whist delivering bottom-line benefits.

“With Ecrion having a new office location in Guildford, England, the timing is perfect to expand operations throughout the UK market,” said Paul Schenkel, Ecrion’s Director of Strategic Partners.

Launch activities are planned for September 2018 to focus on driving marketing awareness and pipeline development.

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Renting Homes (Wales) Act 2016 – TriPartum hosts CHC membership workshop

Following the successful event in February, TriPartum hosted another workshop in June aimed at understanding the requirements being placed on Housing Associations and Local Authorities as a result of the Renting Homes (Wales) Act 2016.

Speakers

James Shand, Managing Director, TriPartum Limited.
Chair.

Bethan Galdwyn, Senior Associate, Hugh James, Cardiff.
Outlined what needs to be done in order to meet the landlord’s obligations as a result of the Act and the anticipated timeframes.

Anthony Cody, Senior Policy Manager – Renting Homes, Welsh Government.
Outlined the current position with the work being undertaken to create illustrative contracts based on the legislation passed by the Welsh Assembly.

David Pickett, Business Development, TriPartum Limited.
Demonstrated a technical solution to help Housing Associations and Local Authorities deliver on their requirements with regard to the issue and re-issue of tenant contracts based on the new legislation.

The Workshop

The workshop held in the delightful surroundings of the Quay Hotel, Deganwy, North Wales, was an opportunity for Housing Associations and Local Authorities to ask questions and understand the various different requirements of the Act.

With the introduction of the Renting Homes (Wales) Act 2016, Registered Social Landlords (RSL), including housing associations and local authorities, will have to manage the process of reissuing tenancy contracts to all of their tenants as per the requirements of the Act.

There are a number of challenges to address when fulfilling the requirements of the Act which will take time (and potentially considerable resource) in identifying the content of existing tenant contracts in order to provide revisions which reflect tenants’ rights.

Our initial research has highlighted the need for:

  • a contract system for Senior Management Teams and Housing Managers to easily view all the variations in contracts with residents.
  • a central repository for standard wordings, as at present any changes are difficult to manage and identify across multiple contract templates.
  • an approval, workflow and audit process for changes to contracts when they are issued as there is provision for tenants to seek compensation where they feel they are in a worse position.
  • a straight forward way to make amendments and manage changes to content whilst ensuring that revised contracts can be version controlled and sent to the residents’ channel of choice.

Although there will be a six-month period to deliver the requirements of the Act once the date has been announced, assessing its scope and implications and the effect on internal operational procedures is essential.

A way forward

TriPartum have developed a solution to help with the management and delivery of revised and subsequent contracts to all tenants based on an existing technology supported as part of the TriPartum managed services for Customer Communications Management (CCM).

The aim of the platform is to make the process for delivering contracts to your residents’ channel of choice as simple as possible within a secure environment that has full audit features alongside a user friendly interface.

If you are interested in seeing the TriPartum solution and understanding how we can support you in delivering these requirements give us a call on 0207 186 0055.

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TriPartum delivers CHC membership workshop

TriPartum worked with Community Housing Cymru (CHC) to deliver a workshop on 19th February in Cardiff aimed at understanding the requirements being placed on Housing Associations and Local Authorities as a result of the Renting Homes (Wales) Act 2016.

Speakers were:

James Shand, Managing Director, TriPartum Limited – Chair and facilitator for the event.

Stuart Ropke, Chief Executive, Community Housing Cymru who opened the event highlighting this new partnership with Commercial Partners to bring the membership insights and information to help deliver services.

Bethan Galdwyn, Senior Associate, Hugh James, Cardiff looking at what needs to be done in order to meet the landlord’s obligations as a result of the Act and the anticipated timeframes.

Simon White, Head of Housing Strategy and Legislation, Housing Policy Division, Welsh Government outlined the current position with the work being undertaken to create illustrative contracts based on the legislation passed by the Welsh Assembly.

Mike Prager, Technical Director, TriPartum Limited who delivered a demonstration of a technology solution that is available to help Housing Associations and Local Authorities deliver on their requirements with regard to the reissue of tenant contracts based on the new legislation.

Complying with the Act

Bethan gave the audience some insight on the actions that they need to consider in order to comply with the Act. There were specific examples highlighted along with discussion on the implications for failing to comply. Effectively the key messages were;

  • When the date for implementation is announced there will be a 6-month window in which to comply and deliver on the requirements.
  • There will be two types of contract – new tenants and existing. New tenants will simply be issued with contracts using the new wording. Existing tenants will need to be issued with new ‘versions’ which incorporate the new wording plus any existing clauses tenants might rely on.
  • To achieve the new version contracts, it will be important to understand what clauses currently exist with tenants to understand what clauses might need to be carried over. This is work that can start now rather than waiting for the 6-month window to deploy.
  • There is a lot to be done in preparation so don’t leave it until the 6-month window. Start the process now and be prepared.

Requirements for the Act

Simon gave an update on the status of the requirements for the Act with a focus on the clauses which will be displayed in the illustrative contracts. Key messages were;

  • Communication to tenants about what is happening is going to be key to avoid confusion.
  • The Act is seeking to offer clarity on right and responsibilities.
  • Fundamental clauses are those which are mandatory in all contracts and should not be amended.
  • Supplementary clauses are recommended to be included in all contracts BUT there is the option to amend or remove as long as the result favours the tenant.
  • Additional clauses are those to be added related to specific properties or converted across from existing tenant terms.
  • There MUST be some form of explanatory notes included with the contract by way of helpful notes for tenants.
  • At this stage the date for implementation has not been set. The Abolition of the Right to Buy becomes law in January 2019 so the earliest date is expected to be April 2019 or even as late as October 2019.
  • The creation of the illustrative contracts is to reduce the administrative burden on landlords.

Technical Solution

Mike demonstrated a technology solution to generate and deliver new contracts and revised (version) contracts. This is based on an existing technology supported as part of the TriPartum managed services for CCM (customer content management). Key messages were;

  • You can set-up the required versions of contracts with a simple batch process.
  • When you open a version of a document you will be presented with the clauses for specific types of contract which can then be amended as required for the different versions with a dynamic WYSIWYG interface.
  • You can identify clauses which you do not want amended so they would be protected.
  • Uploading the personal details for tenants is manged with a simple .CSV files to process in batch mode.
  • Draft pdf images are available to checking via an approval workflow before submission for delivery across appropriate channels.
  • All channels are available to deliver the contract documents on notification they are available – paper; SMS; email and secure document exchange.
  • The secure document exchange facility provides access to a secure portal where tenants can access their documents. There is also a mobile app to access and upload content. It is a two-way channel so documents can be captured and sent back to the you by tenants – such as proof of identity documents

The aim of the platform is to make the process for delivering contracts to tenants as simple as possible with a technology interface which will provide a complete audit trail across multiple delivery channels.

Summary

There is no doubt that fulfilling the requirements of the Act will take time and potentially considerable resource in identifying the content of existing tenant clauses in order to provide revisions which reflect the tenants’ rights today.

Whilst there will be a six-month period to deliver the requirements, once the date has been announced, it would be prudent to start work prior to this in order to understand the scope of what is required.

Everyone is looking to technology to ease operational costs with processes to deliver on VfM (Value from Money) objectives. The TriPartum solution will help meet this objective, especially with the initial delivery of contracts to all tenants.

Due to the Act providing for tenants to seek compensation from landlords for failing to comply with the requirements of the Act, particularly where they feel they are in a worse position, audit trails will be critical in defence.

GDPR will add a further level of complexity to the process where landlords are seeking to deliver documents electronically to save cost. This will need to be undertaken in a secure way which is the essence behind the TriPartum secure document exchange as part of the electronic channel delivery.

James Shand, Managing Director, TriPartum

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