Housing association Bromford has announced a major overhaul of its customer service operation, in what it claims will set a new benchmark for the social housing sector.
The organisation, which manages around 46,000 homes for 110,000 residents, has appointed customer experience specialist Sabio Group to deliver a cloud-based contact centre platform powered by artificial intelligence (AI).
More than 300 customer service agents will be moved onto the new system.
The deployment includes Genesys AI Copilot, alongside Sabio’s proprietary technologies, integrated with Bromford’s existing Microsoft Dynamics 365 systems. All told, the new platform will bring together phone, webchat, email and WhatsApp into a single service hub.
AI tools will support staff with real-time information and automation to speed up responses and personalise support.
The new system will extend beyond the customer service centre to teams managing income, lettings, repair scheduling and field services. Sabio will also deploy tools for workforce planning, quality monitoring and data analytics.
Colin Goodbody, Bromford’s head of customer, said the move represented a “genuinely game-changing” moment for the organisation.
“We’re not simply upgrading systems – we’re transforming how we connect with every person we serve,” he said. “The combination of AI-powered automation, workforce optimisation tools and seamless integration with our core systems will allow us to be more responsive, more proactive and more personal in our service delivery.”
Bromford said the project follows a competitive procurement process and is designed to boost customer satisfaction while improving efficiency and encouraging greater use of digital channels.
Daniel Seaborne, Sabio’s managing director for the UK and South Africa, said the partnership would “fundamentally reimagine how a modern housing association can build aspirational relationships with its residents”.
The cloud-based system is expected to provide a foundation for future digital services, including an app-based communication tool for field staff and further AI-driven features.
Image credit: Peshkova/Shutterstock
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