From digitisation to enhanced customer service, Maintel explores some of the ways in which it is helping to address and resolve new and emerging challenges within the social rented sector
With homelessness on the rise and the supply of affordable housing low, the need for social housing in the UK has never been greater. But managing a large number of tenants – often with complex issues – remains challenging, from collecting rent to property servicing.
The world around us is changing, and social housing organisations must adapt to new government requirements and tenant expectations.
Tenants expect quality accommodation services, the ability to easily contact their provider, and that rent rises are minimised. Regulation from central government is tending to reduce rent in real terms, squeezing operational margins.
With this in mind, social housing organisations are looking for new ways to drive productivity, engage tenants, and improve their employees’ skills and motivation by leveraging innovative digital technology.
Other objectives on the social housing agenda include improving online service, nurturing people’s potential, increasing access to useful information, and driving automation where possible.
Maintel helps social housing providers improve the customer service experience, drive operating efficiency, and enhance employee engagement through the use of innovative communications technology.
Social housing locations are typically highly distributed within their region, integrating many different services, and on good communications to operate efficiently. Engaged, productive, and digitally enabled employees are key to ensuring delivery of a quality service.
Providers also need to attract, retain, and motivate employees. Providing access to information and collaboration tools improves workplace experience.
“Tenants expect a keen focus on customer experience and value as they would from other commercial transactions”
Additionally, the complex nature of social housing ecosystems means that many agencies need to seamlessly and securely communicate with each other to ensure a quality and integrated service.
Maintel are well positioned to respond to these requirements by designing and integrating communications technology from a range of trusted partners.
Engagement with tenants is critical, and the volume of enquiries and requests can be high, therefore driving efficiency through digital self-service is a priority. Tenants now expect a keen focus on customer experience and value as they would from other common commercial transactions.
Enabling tenants to access information easily via self-service channels not only improves their experience but can also drive efficiency and reduce waiting time.
Many people still expect to contact their provider by calling on the telephone, meaning there are efficiencies to be gained by leveraging call centre technology to match enquiries with the relevant department and information.
Maintel helps social housing organisations provide information and improve the handling of tenant inquiries to improve customer satisfaction and employee productivity.
Social landlords capture and store a lot of personal information, so any loss of data is more than just bad news – it can have serious consequences.
The threat of cyber-attacks cannot be ignored, and providers are vulnerable because of the personal information captured and retained. Therefore, ensuring that there is adequate protection from today’s vulnerabilities and preparation for tomorrows threats is essential.
Network security, protected data, intrusion protection, and virus detection and removal are important requirements for all social housing organisations. There is a balance to be struck between locking-down sensitive data and making the information required to provide tenant services available. Technology has a key role to play in permitting legitimate use while preventing malicious access.
By integrating the latest communications products and services, Maintel delivers cost effective solutions and an infrastructure which enables greater collaboration with the wider social housing ecosystem.
- Find out more about how Maintel keeps social housing organisations efficient, competitive, and secure
Image: Ewelina W/Shutterstock
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