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Why we are embracing smart technology in our homes
Smart technology can help fix a problem before a resident even knows about it. That is why RHP is investing in it for its homes, explains David Done
Our aim is to provide our customers with a place they’re proud to call home.
And then leave them alone to enjoy it.
It goes without saying that if people do need to get in touch, we love hearing from them.
But we also understand that it’s enough to keep up with numerous WhatsApp groups, responding to the latest event on Facebook or remembering to ring your gran on her birthday. So people don’t need to add us to their list.
Providing people with a hassle-free experience where they don’t need to speak to us is easier said than done. In fact, we believe it requires some pretty smart thinking.
The answer for us firstly lies in continually improving our self-service options so that customers can access services and find answers to questions 24/7, wherever they are. We’ve made progress in this area, and services such as our two-hour repairs appointment booking system have helped us get an average of 65% of customer interactions online.
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We want to take this one step further, however, and fix a problem before a customer even knows they have one – meaning they won’t need to lift a finger, even for self-service.
We see a key enabler of this as smart technology.
We’ve already tested out some smart solutions. Two standout trials included installing an uncontended broadband service via provider Grain Connect and implementing a cloud-based CCTV system on one of our estates.
Both trials were such a success that we’ll now be rolling them out across all our homes. When thinking about smart tech, people’s first thoughts often turn to new homes.
We are no different, in the sense that we’re building connected technology into all new developments.
“We want to fix a problem before a customer even knows they have one”
However it’s also really important to us that our current customers don’t miss out.
That’s why at the start of October we’re going to be carrying out smart home tech trials within our existing stock.
In fact, our aim is to carry out these trials with more than 200 of our customers so that we have a truly representational response. Customers will give us feedback throughout the trials to make sure they’re as tailored to them and their homes as much as possible.
Other following trials will be carried out over the next year and were all chosen to meet our customers’ most immediate needs. These include:
LeakBot
A small device that clips on near a stop cock and monitors water temperature. It can detect if there’s a leak in someone’s home, alerting our repairs team so they can fix it before it causes any damage or inconvenience.
Insurance companies will also lower home insurance premiums if they know people have a LeakBot in their home.
Amazon Echo Dot
I’m sure we’ve all heard of Alexa and lots of us already have one. The Amazon Echo Dot, however, is a voice-controlled speaker that incorporates ‘Alexa’. We’re interested to see how the Echo Dot can help customers connect to their home and to our services.
In exchange for a free Amazon Echo Dot we’re asking customers to interact with Alexa whenever they have a question about their home or think about contacting RHP.
Customers will work with us and share this information so that we can move forward with how we might use this technology to deliver a better digital service.
Smart thermostat
As you’ll know, you can control your heating and hot water with a smart thermostat’s easy-to-use touchscreen.
Using its sensors, it will understand when best to turn your heating on or off, can help protect homes from mould and damp and lead to significant savings on energy bills.
With the thermostat we’re asking customers to share information with our maintenance team, which will help us monitor the quality of their home and take action if required.
Humidity and temperature sensors
This tech comprises of sensors in the home that monitor humidity and temperature. This can help identify quicker if a home is at risk of developing issues such as condensation.
We’ll be able to monitor results remotely, intervening sooner to prevent subsequent effects such as mould.
It will also give us evidence to guide us to the positive next steps to best future-proof our blocks.
smart technology won’t just make our customer’s lives easier, but it’ll also help us to further decrease our operating cost per home (through a reduction in repairs and contact).
We’ll be able to invest these savings in our development programme, helping us build 1,000 new homes by 2023.
Over the past couple of weeks, we’ve asked customers to volunteer to take part in these trials and we’ve had an overwhelming response with more than 200 people putting their hand up.
We always knew we had smart customers.
David Done, chief executive, RHP
