In this article, Alertacall looks at how its Housing Proactive service transformed tenant engagement and revolutionised Saffron Housing Trust’s digital strategy
Housing Proactive, Alertacall’s housing management service, was introduced to over 230 Saffron Housing Trust (‘Saffron’) properties across Norfolk.
The Trust implemented the service into its Independent Community Living schemes to offer tenants greater flexibility and help them start to engage with their housing service digitally. The service formed part of a cost-effective alternative to replacing dated hard-wired alarm systems.
The challenge
Saffron is responsible for managing over 6,000 homes across Norfolk and Suffolk. The Trust was seeking to replace an ageing call system (replacement parts were becoming obsolete and the system was, at times, failing).
Replacing the whole system had significant costs associated with it and would impact on the service charge for tenants over a long period.
The team investigated a range of technology options in line with its digital agenda – the main aims of which were to enable tenants to live independently and to receive a tailor-made service.
Saffron also wanted a system that would enable them to keep peripheral schemes connected and which, therefore, did not require cabling.
How did Alertacall help?
Following a tenant consultation process, Housing Proactive was implemented in eight Independent Community Living schemes. As part of the service, tenants were provided with a specially developed device, including the option of a touchscreen, each installed with an ‘OKEachDay’ button.
Tenants press the ‘OKEachDay’ button to confirm that everything is OK at their property and pick up news and information from Saffron, or they are called by a highly trained team member from Alertacall. The touchscreen has a simple-to-use interface and is fitted with a multi-network SIM card (no WiFi is required to deliver the service).
Housing Proactive records digital and contact centre interactions which is available in real-time via secure online reporting.
This has given the Saffron team access to a range of housing management information and has helped improve health and safety planning at Saffron thanks to the live online occupancy tracking reports.
The results
First steps for residents to access services digitally
- Simple to use touchscreen offered to each tenant – no WiFi required
- Full training provided for tenants – ongoing assistance offered to encourage take-up
Delivering savings
- Significant savings made from not replacing the hard-wired alarm system
- Housing Proactive has a low weekly fee per property – no setup, maintenance or capital costs. The service charge is eligible to be met by housing benefit
Digitally enhanced daily contact – 365 days a year
- Greater flexibility – control and choice in how tenants engage with their housing service
- Reduced workload for staff so the team could spend more time on a one-to-one basis
- Helped to reduce social isolation – tenants can choose to speak to a team member daily
Enhanced resident communication
- Quick and easy to schedule tenant messages – either to send to a group or individually
- Keeps tenants informed of service updates
MI reporting – online portal
- Greater insight into the changing needs of tenants based on service interactions
- Better resource planning – staff able to plan time and prioritise
Alertacall is a Housing Digital Stakeholder whose Housing Proactive solution provides digitally enhanced daily contact for housing management.
Click here to read the full case study, including quotes from Saffron Housing Trust. To find out how you could offer greater flexibility to your customers, contact Alertacall.
Image: Rawpixel.com/Shutterstock
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