Home in Place is an enterprising and socially committed international NGO that provides social and affordable housing for low to moderate income households. One of the largest non-government providers of social housing in Australia, Home in Place has more than 7600 properties under management.
With over 35 years’ experience in providing secure and affordable housing, Home in Place has extensive experience in all aspects of tenancy and property management and has successfully operated under a wide range of state and federal government initiatives and housing programs.
Home in Place’s vision is for a world in which all people have access to safe, affordable and adequate housing and are actively engaged in their communities. In pursuit of that goal, Home in Place has developed an approach to service delivery which integrates tenancy and property management within a broader network of services and maximises opportunities for tenants to increase their economic and social participation.
The number one focus area for Home in Place is growth; in terms of geographic expansion, number of properties under management and through diversification of services, including property development, community development, facilities management, and disability housing.
To enable and support that growth, Home in Place has been investing in technology to improve its digital service platforms and capabilities, both for greater customer web-based self-service, and assisting with customers’ digital inclusion.
To date, Home in Place has primarily driven customer service through its 25-agent contact centre, currently handling approximately 11,000 inbound calls per month and 7,000 outbound calls. It also supports customers through face-to-face engagement from 11 office locations in Australia and New Zealand.
“For Home in Place, the last few years has been about us working on our internal systems as a pathway to enable our tenants digitally. We’ve leant into some of our technology vendors to enable us to leverage our data, and from there to assist our tenants to use that data, which is just starting to come to fruition now,” said Kent Chalmers, Group Chief Technology Officer at Home in Place.
However, Home in Place’s ageing, stand-alone telephony platform was reaching end-of-life as well as limiting the organisation’s ability to develop multi-channel capabilities and meet its digital customer service vision.