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Incom Publishes Housing Sector White Paper

A white paper published today by Incom-CNS delivers an in-depth review of the factors influencing the social housing sector and highlights how a Unified Communications (UC) strategy can help providers enhance tenant services and facilitate digital inclusion.

Changes in tenant demands, market consolidation and regulatory reforms continue to exert significant pressure on the housing sector, and Incom’s paper confirms many providers are being forced to offer a more diverse portfolio, which may include market rented properties, part buy schemes, new build and sales. The paper also acknowledges the impact of welfare reform and universal credit, and how the Public Services Social Values Act 2012 and the Homes and Communities Agency’s (HCA) Value for Money (VfM) standard are shifting focus to the creation of socially inclusive communities.

Focusing on how the sector can address its biggest challenge of adopting transformative technologies, the paper outlines the organisational and financial benefits associated with the successful deployment of a Unified Communications (UC) platform, confirming that providers must offer omnichannel communications for tenant engagement and greater digital inclusion, while embracing flexible working arrangements demanded by an increasingly mobile workforce.

Caroline Hamer, Marketing Manager at Incom-CNS, comments, “We spent many hours talking to organisations in the social housing sector and the outcome of these conversations has been illuminating. Across the spectrum, all have a singular focus on improving the way they deliver tenant services. Despite the considerable scrutiny and regulatory constraints, social landlords remain committed to delivering cost-effective and accessible services that enrich the tenant experience and the wider community.”

James Hayward, Corporate Sales Manager and Incom’s housing sector expert, comments, “There is a sea-change taking place in housing, with the widespread use of smart devices offering tenants instant access to multiple communication channels. The challenge is for providers to embrace digital inclusion as part of a wider strategy to unify, simplify and integrate all communication channels with core operational systems, in order to achieve faster issue resolution through a consistent brand experience, irrespective of the communication channel used. UC has a fundamental role to play in helping housing organisations deliver against growth targets, maximise tenant satisfaction, improve business efficiency and reduce operating costs. By utilising UC, the housing sector should see this as a time of opportunity to engage with residents as never before.”

Learn more about Incom’s solutions for housing providers here. 

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We pride ourselves on offering businesses award-winning customer service and first-class advice on every aspect of business communications. We would love to learn more about you and your specific communications needs, so please get in touch.


Manchester University NHS Foundation Trust

The Trust has a long-standing relationship with Incom-CNS and considers them an important partner. The Mitel solution has delivered the increased resilience required for our critical services.

Premier Holidays

The Mitel solution from Incom-CNS has helped us to save money, improve our flexibility to manage seasonal demands, increase our efficiencies and deliver exceptional customer service.

The Range Superstores

Our customers can speak to the right person, first time, and this level of service sets us apart from the competition. In Incom-CNS and Mitel we have the perfect partnership.

Harley Medical Group

Throughout our relationship, I have found Incom-CNS to be very helpful and professional. I would not hesitate to recommend Incom-CNS to other companies.

Stafford and Rural Homes

The Mitel system from Incom-CNS will pay for itself in two years through significantly reduced management costs and savings on our telephone bill in the order of 20%.

Nine St John Street Chambers

We have worked with Incom-CNS for twenty years and trust their advice and technical capabilities. The Mitel platform is a reliable solution that meets our current and future requirements.

Ison Harrison Solicitors

Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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