Housing associations

Benefits

The experience

Opening doors

Driving online self-service makes sense for everyone.

Encouraging housing association residents to make rent payments and report repairs, alongside many other transactions, helps organisations to deliver faster, more efficient services.

ENGAGE is a self-service communications portal that delivers these online services to housing association residents, creating substantial savings in housing management costs.

This shift in communication channel results in significant cost efficiencies across the board and a renewed focus on adding more value and improving service delivery and expectations.

Reduced management

Saving time and money

28 %

Maintenance requests - made through new portal

Community engagement

Resident-centric content

Benefits

ENGAGE transforms customer engagement for Soho Housing

Soho Housing was set up in the early 1970s to improve local housing conditions in Soho and to ensure that its existing homes were not destroyed by redevelopment. Today, the housing association looks after over 800 homes within the boroughs of Westminster and Camden.

The experience

Working with ENGAGE, Soho Housing has achieved

Soho Housing wanted to modernise its service offering and engage its customers online. The organisation was aware of the failed attempts by many Housing Associations to deliver a successful self-service capability and recognised the ENGAGE approach as one that would deliver their vision and strategy.

ENGAGE initially ran a series of workshops with managers, staff and their customers to better understand the business processes currently in use. Soho Housing was running a good quality of service and staff were very customer focussed, but processes were manual and modern technology was lacking.

The ENGAGE portal was introduced as part of a digital modernisation strategy to provide key services online. Customers were kept in the loop through newsletters and customer meetings and the response from them to the portal has been exceptional.

ENGAGE is a comprehensive portal which allows Soho Housing to quickly and efficiently view information on its entire property portfolio, with data on everything from maintenance requests to rent arrears.

Opening doors

ENGAGE allows Soho Housing to:

Self service maintenance

Self service maintenance

Resident manuals

Resident manuals

Neighbourhood information

Neighbourhood information

Payments & balances

Payments & balances

Offers & promotions

Offers & promotions

Forums

Forums

  • Provide online services via a modern, comprehensive self-service portal
  • Enable tenants to view and manage their rent payments
  • Allow tenants to send repair and maintenance requests
  • Create targeted communications and resident-centric content
  • Share targeted news items of interest to tenants
  • Provide open and closed forums to promote community engagement
  • Share local business offers and promotions
“ENGAGE has brought Soho Housing into the 21st Century. Channel shift for service delivery was a fundamental part of our modernisation strategy and this has been delivered through Engage as promised.” Joe Chambers, CEO, SOHO Housing
Self-service Services Community Professional services