New rules
For registered providers (RPs), customer engagement has never been more important. The recently enacted Social Housing Regulation Act brings sweeping changes related to tenant safety, accountability, and communication and applies to all social landlords, housing associations and councils.
Under the Act, RPs will have to adhere to strict new rules surrounding customer complaints, accountability, tenant safety, data collection, and maintenance and repair.
Enforcement of the Social Housing Regulation Act
To enforce the stipulations of the new Act, the Regulator of Social Housing will increase inspections of large providers, and examine data on tenant satisfaction and the timeliness of repairs.
The Act gives the Regulator greater power over fines: once capped at £5000, the new rules give the Regulator the potential to impose unlimited fines for non-compliance – this now also applies to local authority providers.
Additional enforcement powers include the ability to remove or suspend housing officers during an inquiry, restrictions on dealings during and enquiry, and restrictions following an enquiry. These powers will now cover for-profit and not-for-profit providers.
Strategies for effective tenant communication
RPs of all stripes must develop robust strategies for communication. These include:
- Ensuring clear, consistent channels of communication. By communicating frequently – even if just to reach out – the relationship between provider and tenant can be strengthened.
- Keeping tenants informed about any changes to policy, circumstance, or building and repairs work. Customers understand that last minute changes can happen, but they need to be kept in the loop so they can plan their time accordingly.
- Providing regular updates on local and community events. This will not only foster a better sense of togetherness, but give tenants the feeling that their providers see them as real people with social and aspirational needs.
- Giving plenty of opportunity for feedback. There should be multiple channels for feedback that take into account all tenants. This means feedback should consider those with low levels of digital skills, those with accessibility and additional requirements, and those with digital fluency.
Digital tools for customer engagement
Technology can go a long way to ensuing effective customer engagement and two-way communication. Digital solutions include:
- Customer Relationship Management (CRM) systems. These can help track and evidence tenant interactions and either come ‘out of the box’ or in ‘blank canvas’ form, giving RPs the chance to build a bespoke system.
- Field Service Management tools. With digital tools such as Dynamic Resource Scheduling (DRS) from OneAdvanced, RPs can improve tenant satisfaction through increased first-time fix rates. The Operative on Way feature keeps tenants updated in real time.
- WhatsApp, Facebook, X and other social media platforms. These can be useful tools for engaging tenants, bearing in mind that some may not have access to (or want to use) social media as a form of communication.
- Tenant-specific apps. Developing an app for tenants can be invaluable in terms of updates and repair news. The optimal app will include a 24/7 chatbot for out of hours communication, and feedback tools such as pulse surveys that can measure customer satisfaction post-maintenance.
Considerations
With improved tenant communication now mandated by law, RPs must develop robust strategies for engagement. These should be both digital and non-digital, taking into account the needs of all residents.
Whatever systems are utilised, accurate data must be at the heart of provider-tenant communication. While centralised, digital systems can help RPs store and access accurate data, paper forms should be made available for those that need them. This data must be stored digitally and evidenced for both audit purposes and to improve the service offering.
A variety of digital tools should be tested, and implemented where take up is evident. In an era of ‘always on’ communication, being able to stay in contact around the clock has become an expectation. With effective digital tools, RPs will be able to respond to complaints and queries quicker, increasing both customer satisfaction levels and adherence to legislation.
Don’t miss...
Our upcoming webinar delves into the vital role of performance and talent management in housing and the public sector – don’t miss out by signing up for the live event!