ReACT’s risk assessment webinar

By now, you will know how ASB recording is changing – but what impact will it have on your systems and processes?

On Tuesday 22nd February, we will answer that question. Our expert consultant, Paul Johns, will be covering the new categorisations and the changes we have made to ReACT as a result.

See the recorded webinar

By Natalie Phillips

ReACT 4: coming soon

Here at EBS we are now developing ReACT 4 – taking all of our customer  requests for change and putting together the final specification for the new version. As you will see from previous blog posts, we are already trialling SMS texting with Deeplake, as well adapting ReMOTE for use with customer websites.

The first glimpses of version 4 will be available at our user group meetings mid-October; a chance for all users to network and discuss where the products move next. One of the main reasons for the success of our products is that we listen to our users and take on board their suggestions – after all these are the professionals who use the tools every day.

The user group meetings will take place on the 19th October in Birmingham and the 21st October in London. If you would like to come, please contact the ReACT team on 0121 384 2513. Customers can also email their account manager to secure their place.

ReSOLVE Summer Development Progress update

 You may recall from my earlier blog post on  24^th May that I talked about the planned development changes in the ReSOLVE application, to include reports that provide the data required for HouseMark Complaints benchmarking.

As it happens the rota for my blog date has fallen within the same week as the next phase of development for the changes.

The work scheduled for this week is to develop the database and the changes required behind the scenes to include the relevant data for reporting and integrate it into the ReSOLVE application.

Following this week’s work we will then be running various internal tests to make sure that the application is ready to be installed on customer sites.

We expect that the update to be ready for installation from week commencing 9^th August.

Following on from the ReSOLVE release, HouseMark will be activating an automatic upload facility in autumn so that you can upload your benchmarking statistics directly into their website, rather than spend time inputting the figures manually.

For details of costs and to schedule your upgrade please contact the ReACT and ReSOLVE team on 0121 384 2513 and select option 4.

ReSOLVE summer development

It’s not all about anti-social behaviour here in ReACT towers; we also have the ReSOLVE application which offers a way in which organisations can log and monitor general complaints about the service provided.

My current project in the product management aspects of my role is to analyse the HouseMark General Complaints Benchmarking Guidance manual and translate that into the required changes for the ReSOLVE application.

Incorporating these changes will not only keep ReSOLVE at the forefront of logging complaints and the related procedures within the housing world but it will also mean that any users reporting to HouseMark General Complaints benchmarking system will have a report providing all of the relevant data fully labelled ready to be inputted into the HouseMark website.

Things won’t be staying there, oh no sirree, during the following phase we will integrate a short routine which will import your benchmarking statistics directly into the HouseMark website.

So what amendments to the software will we be introducing to meet these requirements?

These are the following key development changes…

1. A “Service request” flag per complaint will be available so that an organisation can segregate between complaints and requests for service.
2. Cases can be categorised and reported upon based on resolution types such as “Upheld”, “Not Upheld”, and “Partially Upheld”.
3. A fully configurable “Service area” list will be available so that an organisation can analyse and report upon complaints within key service areas of the business such as “Allocation”, “Repairs and Maintenance”, and “Housing Support Services”.
4. A “HouseMark General Complaints Benchmarking Preview Report” will be available within the ReSOLVE application so that each and every one of the performance indicators within the guidance manual can be reported upon by any date range so not only is it useful for HouseMark benchmarking it is also perfect for internal KPI reporting.
5. A “HouseMark General Complaints Benchmarking Upload” facility will allow all indicators to be uploaded directly from within the ReSOLVE application to prevent vast volumes of work in terms of collecting the data and then entering it into the HouseMark website.

As well as the changes introduced to tie in with HouseMark Benchmarking we also introducing some changes to greatly improve the efficiency of logging complaints and escalating complaints to closure to give staff more time to deal with complaints and less time spent logging the complaints.  These changes include the following…

1. A rapid case entry screen which allows complaints to be logged from within one screen, and straightforward “Expressions of dissatisfaction” / “Service requests” / “Compliments” can be logged and closed within the same screen.
2. An “Escalate” button will be available within the action page so that if a complaint needs to escalate to the next stage it can be escalated and the subsequent actions will automatically be created from a single button click.

The next release of ReSOLVE will incorporate the above features and is currently in the design and specification stage.  Development and testing will take place over the summer months. We will be publicizing the release date on the blog and letting customers know, via their account manager.

To find out more about ReSOLVE, please visit our product page, or request a brochure.

ReACT v3.4 upgrades package

Many users have now upgraded to the very latest version of ReACT. 3.4. It  includes the ability to automatically upload HouseMark ASB Benchmarking information to their website and is a major time saver for managers who want PI`s at their fingertips.

If you have not yet upgraded, there is still time to take advantage of our upgrade package, which includes:

• A free health check with our test migration
• Remote, live migration of your data
• Useability testing and mapping – so everything works the way you want it to
• A half-day of user training on the new features 

Please contact Paul Johns for more information on 0121 384 2513 (option 4)

Paul is also the Account Manager for all ReACT customers and will be arranging to visit everyone prior to annual support becoming due for renewal.