Future gazing – housing post 2020

7 February 2017

Chair: Nick Yandle, Policy Officer, National Housing Federation

Steve DouglasPartner - Altair

Tuesday 7 February 2017

Future gazing –Housing post 2020

Future GazingBackground

Future GazingBackground

• The sector is on a trajectory of rapid change. • More widely, technological solutions are

advancing.• Customer demands, expectations and

experiences are likewise transforming. • Many are rethinking the types of services they

provide, the way they are delivered, and how these are structured.

• Post 2020 the typical housing organisation is likely to be very different to the one that we see today.

• Many are relying on technology to not only alter the way they operate, but also to deliver significant efficiencies.

Future Gazing About the research

• Altair, working in partnership with 3C, launched a sector-wide research project in August 2016.

• Surveyed over 70 providers, interviewed 20 Executives and carried out desk top research.

• From this, developed a series of three reports entitled ‘future gazing: future shaping’ to address three main questions:1. What do people see as the vision for how a housing provider will

operate in 2025?2. How are organisations approaching transformation?3. What can be learnt from others activities (both in and out of the

sector)?• Intended to stimulate discussion and debate on the possibilities

for the future.

Future GazingVision

What will the housing providers post 2020 do differently to those of today?

Competition for customers will be the norm

Future GazingVision

What will the housing providers post 2020 do differently to those of today?

Diverse product range catering to niche customer

markets

Future GazingVision

What will the housing providers post 2020 do differently to those of today?

More commercialbusiness models

Future GazingVision

What will the housing providers post 2020 do differently to those of today?

Flexible workforce with agile working & project-

based contracts

Future GazingVision

What will the housing providers post 2020 do differently to those of today?

Deregulation allowingnew entrants into the

sector

Future GazingVision

What will the housing providers post 2020 do differently to those of today?

Digitalisation and the ‘Internet of Things’

Future GazingWhat’s happening now

Future GazingWhy are organisations changing?

Over 50% of respondents identified increasing efficiency and improving customer experience as key drivers for

transformation

Future GazingHow are organisations transforming?

2/3rds of respondents are including processes and digitisation / technology in the scope of their transformation

plans

The top four areas being included in transformations programmes are:

Digital conservativesTend to favour prudence over innovation and are typically sceptical of the value of new digital trends

Digital beginnerHave done very little to digitalise services but are investigating their options

Digital fashionistaHave implemented or experimented with digital applications. Some of these initiatives may create value, but many do not

DigiratiUnderstand how to drive value with digital transformation and have invested in & have carefully coordinated our digital initiatives

Other

Future GazingHow does the sector see itself

• There is a significant “push” toward digitalisation amongst our survey respondents’ organisations; with over 85% focussing on looking at ways of working (such as flexible, mobile and home working) and developing customer access channels.

• Back office processes is an area that appears to be seen as less of a priority in the sector despite the significant potential for efficiencies to be delivered.

• Potential skills gap. half of organisations stated that they don’t have the skills in-house to deliver their planned transformation

Future GazingWhat’s happening now

What are organisations prioritising for digitalisation?

Future GazingWho is the sector learning from?

Respondents widely recognised that it is important to look beyond housing in the search of innovation applicable to their business.

The retail, banking and online market place industries were cited as key sectors that housing organisations can learn and take inspiration from.

• Using customer insight to improve customer relations and drive efficiency

• Developing apps and online portals for customer contact

• Reviewing the service offer to include tiered services or incentive schemes

• Implementing innovative models for operational service delivery

• Piloting new technology- Smart watches in care and support- Drones for property surveying: drones for roof

inspections- Virtual reality viewings

Future GazingWhat are innovative housing providers doing now?

• Post 2020 the sector will look and feel very different to what it does now.

• Transformation is an activity which is live to most housing providers and there are a number of exciting and innovation ideas being implemented.

• There is still however more to be done. – A large proportion still see themselves digital beginners or conservatives. – There is still much to do, even in areas that other sectors now see as the

basics (e.g. a comprehensive online offer and digitalised services).

• As customer demand continue to evolve, it is important that the sector evolves too so that it doesn’t get left behind.

Future GazingConclusions

QUESTIONS

Future gazing – housing post 2020

7 February 2017