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Net Zero and The Law of Horse Manure
Catastrophic predictions that spell dark days for humanity are nothing new. The Times predicted in 1894 that in 50 years time, every street in London would be buried under nine feet of horse manure. It was the crisis of all crises. There was, to be fair, some evidence for this. As urban populations rapidly increased… Read more
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The Gravitational Pull Of Business As Usual
The interior secrets of black holes are guarded by a one-way light-trapping boundary called the event horizon. This horizon is the point, according to NASA, that the gravitational influence of the black hole becomes so intense that not even light is fast enough to escape it. A very different horizon exists in many organisations, except Read more
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Are we ready for the rise of the untethered customer? Blog update #ukhousing
“What is a smartphone anyway?” I was asked by a colleague this week. I broke into a cold sweat. Especially as it was during a meeting about digital inclusion. If this is the kind of question you hear asked often, you need to start worrying. Now. I love working in housing. Genuinely. But whilst we Read more
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Top 5 things to look for in Customer Feedback – Blog Update #custserve #cex
Auditors arrived today to look at our Customer Experience Measurement Programme. I’m not sure what they are up to. I probably should have paid more attention. I generally tend to approach new people I meet from a position of trust. Auditors , on the other hand , occupy a place in my mind with small children , teetotalers, Read more
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Bridging The Digital Divide – Blog Update. #digitalbritain
Met with BT and Citizens Online yesterday as part of our project to get 100% of our communities online – and doing business with us online – by 2016. ( Blogs are brilliant – I just completely made that target up , but its my blog so who says it can’t be true?) What we want to enable for customers is Read more
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Customer Influence Blog Update – An #openbusiness
For me – an open business is one which conducts itself transparently and isn’t afraid to share what its senior leaders are thinking with its customers and its colleagues. The best idea’s and answers rarely come from executives but usually from listening to those closest to the product and closest to customers. Here is a Read more
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Customer Annual Reports – A Million Pound Waste of Time – Blog Update #ukhousing
A customer mailed me last week about our latest reports. Here’s a snippet… ” I think these reports are largely a waste of time. The first priority of the tenant is their own home. As I have said before, if there is something wrong you will hear about it soon enough. Beyond that I doubt whether Read more
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Project E-bromford…….Broadband Pilot
Some great news to start the week. We’ve just heard that we have been chosen along with Newport City Homes to be amongst the first UK trialists in a project to provide housing association customers with low cost internet access. The idea is that BT will provide equipment, installation, support and an internet package. Microsoft Read more
Paul Taylor 