A home is so much more than a place to sleep. Tenants want to live their lives and raise families safely and securely. From reporting a repair, paying rent or finding a home, as a housing association providing affordable housing, you have a wide range of activities to deliver and control. Doing all this well and cost-effectively is an ongoing challenge.
Our Liberty platform supports an improved end-to-end tenant and team experience that covers all your housing association needs. From customer contact, workflow and case-processing, to authorisations and resolutions. Our solutions help to reduce costs and resources as well as integrate legacy systems.
Smoother, streamlined and end-to-end
- Provide high levels of service. Never miss a contact and route it to the right person in the right department. Automate processes and flexibly include alerts, task routing authorisations, SLA updates and customer updates and feedback. Tenants are proactively updated, safe in the knowledge that data access is secure.
- Liberty Converse, our omnichannel contact centre solution, offers skills-based routing, work-from anywhere, IVR for self-service and voicemail. Available on cloud or premise.
- Tenants are supported with their preferred channels, respecting diversity and accessibility. Liberty Connect manages social media interactions and provides self-service chatbots and a web assistant to guide tenant journeys.
- Remote and mobile workers are able to access the right information at the right time at the touch of a fingertip.
Working example – Streamlined repair service
Adur & Worthing Council manage 6,850 homes and conduct 179,000 repairs a year. Using Liberty Create they built a social housing repairs service, which includes self-serve appointment booking, operative scheduling and field work. The results have seen an increase in both team and customer satisfaction (now sitting at 86%).
How it works
Step 1 Tenant uses self-service at any time e.g. for repairs or maintenance work
Step 2 Schedulers get a clear, big-picture view of demand in one place, not ad hoc on the phone
Step 3 Maintenance colleagues have a clear view of their day, know where they are going and can see it on the app
Increased productivity and efficiency as space is easily found for any emergency repairs. Maintenance worker routes are optimised and zigzagging avoided. The best possible experience for everyone with real-time knowledge of arrivals and delays and 24/7 availability.