Improving Communication to Boost Tenant Satisfaction
If you talk to your tenants more clearly, they will get along with you better.
A lot has changed about how UK housing associations work. People need more than just a bed these days. They now have to deal with a complicated storm of rising demand for social housing, stricter rules like Awaab’s Law, and the new Tenant Satisfaction Measures (TSMs), which are very strict.
Leaders need to make sure that tenants are safe, heard, and treated with respect, all while keeping costs down and budgets tight without compromising tenant satisfaction. People always want you to “do more with less.”
The most important factor driving tenant satisfaction is how we talk to each other. Every time the tenant talks to the landlord, their feelings about them change. This is true whether they are calling to report a broken boiler, ask a quick question about rent payments, or make a serious report about mould and damp.
When calls go unanswered, repairs are delayed because of problems at the office, or tenants feel like they’re shouting into a void, trust quickly fades, which directly harms tenant satisfaction. On the other hand, tenants are very happy when housing associations fix problems quickly, consistently, and with care.
Connect In Cloud is making things different in this way. By moving away from old, separate systems and toward integrated omnichannel solutions, we are helping housing providers rebuild trust, give residents the care they need, and achieve higher levels of tenant satisfaction.
Why it’s important to talk to each other more clearly and quickly
Housing is a big problem right now. There is still more demand for social housing than there is supply, which makes it hard for the people who work on the front lines to keep up. But renters today want different things. They don’t just compare their housing experience to that of other landlords; they also compare it to the great service they get from banks and online stores. They want things to happen quickly, be easy to get to, and be safe—standards that are now essential for maintaining tenant satisfaction.
This is not an unreasonable request when health, safety, and well-being are on the line. If you don’t respond quickly to a reported threat, it’s not only bad service, but it could also be dangerous.
But a lot of groups still talk to each other over the phone or through email, voice, and social media. People get really mad when things take longer, miss messages, or break up. When responses are slow, tenants are unhappy, and they might also break the rules and be unsafe.
We at Connect In Cloud believe that it’s very important to answer calls faster and fix problems the first time they come up more often. Housing associations can go from putting out fires to using cloud-based tools that use data to get tenants involved and improve tenant satisfaction.
Omnichannel: From “Want” to “Need”
It was nice to be able to talk to people in more than one way. This is the only day that can be done. Connect In Cloud wants to create a single cloud platform that has everything you need in one place, such as voice, chat, SMS, video, and AI-powered self-service.
It’s not about using technology just because you can. It’s about changing the way services are provided to make tenants happier and prioritize tenant satisfaction.
Think about how annoying it is to have to “repeat contact.” It makes people really mad when they have to tell their problem to a contact center agent, then a maintenance team, and then tell the whole story again. Connect In Cloud connects these channels so that tenants don’t have to keep saying the same thing. Agents can see the full history of every interaction across all channels, which helps things stay the same and make sense.
What went wrong? Faster responses, lower costs for businesses, and most importantly, improved tenant satisfaction.
Following the rules and laws right away
Awaab’s Law is true: it’s important to fix things quickly and plan for problems ahead of time. There is no room for mistakes when it comes to mould and damp. The Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs) now require service providers to prove that their service is good.
Housing associations now have clear rules about how quickly they fix things, how well they talk to people, and how well they treat them.
Connect In Cloud lets you follow these rules. Our solutions give housing associations powerful tools for recording and analysing data that not only improve services right away, but also help them prove it during audits. You can see how long it takes to answer a question, what people think about calls, and make sure that no hazard report is missed. This information is very useful for making sure that tenant satisfaction remains high and that everyone follows the rules.
Making things better without losing care
Housing associations need to do better, but they can’t spend more than they have. It can take a lot of time and work to fix things the old-fashioned way. It costs more and makes tenants unhappy to have to wait for an engineer, come back because the wrong part was brought, and chase updates.
Cloud Connect makes things easier. A tenant, for example, can use their phone’s camera to show a contact center agent the leak before an engineer even gets there. This lets you do accurate triage, which makes sure that the right person gets the right tools. This makes it much more likely that you will be able to fix something right away.
If you use more than one way to talk to people, you can get more done without hurting tenant care or tenant satisfaction. Putting all of their messages in one place will help staff work smarter, not harder. This way, they can help their tenants right away.
What AI Can Do for Homes Right Now
Many people don’t trust AI, but it can help keep people who live in social housing happy and ensure consistent tenant satisfaction. With AI-powered self-service options, tenants can check their rent balance or set up a repair at any time of day or night. They don’t have to wait until the office opens.
This gives tenants who like to use computers more power and lets human agents focus on cases that are harder and need more empathy and critical thinking. Connect In Cloud puts all of these smart tools together so that tenants can easily reach a real person when they need to. Automation does the same amount of work it always does, which is why this is true.
Learn more about the people who rent from you.
Housing associations are under a lot of stress because they have to keep their tenants safe, make sure they are happy, and run their businesses well in a market that is getting more competitive. But the answer isn’t to work harder; it’s to think more.
Connect In Cloud’s omnichannel communications are not only better, but they also help teams and residents who are already too busy. They make sure that every tenant is heard, every repair is done quickly, and every conversation builds trust instead of making people angry.
If the people who live there are happy, that’s the best sign that a housing association is doing well. It shows that people care about being polite, getting things done, and staying safe. When you work with Connect In Cloud, you are helping to build the infrastructure for community health.
Call the Connect Call the Cloud team today to learn how your housing association can make housing safer and more enjoyable for everyone, speed up the process, and get it right the first time. Technology not only makes it easier for people to talk to each other, but it also makes communities stronger.
