related to and beyond ‘the big six’ – asbestos, fire doors, gas, electricity, stair lifts and lifts.
Working smarter is key – harnessing new systems, data, and automation where possible. What’s more, stronger engagement with residents is crucial in order to gain the first-time access needed to maintain compliance, ensure safe homes, and drive down costs.
Increasing customer engagement Connecting with tenants to understand their needs better has never been more important. The result is a more engaged and satisfied tenant population built on empowerment and flexibility, efficient communication, an improved experience, and safer homes.
But this requires rethinking traditional approaches to appointment booking by leveraging automation, creating a middle ground that ensures compliance while having a positive knock-on effect on other priorities, such as future- proofing services, improving staff satisfaction and retention, and meeting SLAs and KPIs. If ever there was a process that could benefit from automation, it's this - streamlining appointment booking not only enhances efficiency but also facilitates smoother operations across the board.
Automation technology, data analytics, and behavioural science, simplify the previously manual, complex, and laborious process of engaging at scale. By consulting with tenants via the same platform that their appointment was prescribed through, maintenance visits may become
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a two-way dialogue should the tenant need them to be. Instead of taking ‘shots in the dark’, social landlords can start to send engineers to properties with a greater likelihood of access. In turn, this reduces the excessive cost (an average of £75 per missed visit as well as the added postage and other ancillary costs) and waste of resources associated with no-access and booking, confirming, and rescheduling missed appointments.
As the regulatory pressures and penalties heighten around non-compliance, it’s clear that improving tenant safety through engagement has become ever-more crucial for the social housing sector. The direct and indirect costs associated with no-access are enough to make any organisation want to strive for change. But first the sector has to see compliance, particularly around ‘the big six’, as an opportunity to improve the way it connects with households – not only to meet new legislation, but to make headway on other priorities too.
By giving customers a voice and allowing automation to drive process efficiencies, social landlords will be better positioned to meet essential compliance obligations and focus on more meaningful engagement with customers – all the while providing sustainable, safe, and well- maintained homes.
For more information on redefining tenant engagement to reduce the costs associated with no-access, read Voicescape’s latest whitepaper here.
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