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The UK Government’s verdict of the Green Paper on Social Housing, “A New Deal for Social Housing”, outlines its aim of rebalancing landlord-tenant relationships. People living in some four million such social homes often feel that they are being ignored and treated with a lack of respect by their landlords.
Following the recent tragedies like the Grenfell Tower Fire, Government is emphasizing on meeting the needs of the social housing tenants. The Government wants to ensure housing councils and associations engage with their tenants and interact with them and address their problems. The focus is to ensure Social Housing Providers provide practical solutions to their occupants through efficient customer service.
Disengagement can be disastrous.
The failure to engage with the people living in social housing homes can have unprecedented outcomes. Every home has one or the other member who is vulnerable and feels isolated. People living with mental and health disorders, people fleeing emotional and domestic abuse, etc. are often a sensitive lot. The purpose is to bring all such people under the purview of an efficient communication channel to engage with them positively and effectively. Failing to do so can lead to frustrated tenants leading to severe consequences.
Empowering Tenants; Through Technology
The technology is ready for use provided the social housing service providers are willing to use them. Omnichannel Communication Solutions are already being developed to equip the tenants with tools to get help and support when they need it.
But a lot of work needs to be done in this front. Providers need to change their engagement strategies and should start embracing AI tools for better results.
Embracing AI in interaction and engagement has the following benefits:
1.Identification of Priority Groups
Using AI-Based solutions, Service Providers can determine who needs what type of service at the earliest. AI solutions can recognize the locations of households and assign agents to respond and resolve issues quickly.
2. Personalized Service Delivery
AI-driven solutions can ensure the customer service person dealing with the problem has enough information about the customer enabling personalized service delivery. Knowing the customers ensures they feel special and important.
3. Effective Communication and Notification
The service providers can make use of AI to keep the customers informed about the status of their reported grievances or intimation of any repair and maintenance works in advance. Thus ensuring informed customers and happy customers.
4. Disaster Management
In case of an eventuality or a disaster and AI system can scale up and communicate to large masses at once. An AI-driven personalized system can ensure a tenant quickly gets through to an agent in a life-threatening situation.
5. Effective Communication Channels
AI tools can make an online portal serving as a communication platform between tenants and service providers can more efficient and effective. Already available personal information can ensure a seamless experience for the tenants calling the service providers for queries.
And hence the housing councils and associations must act now. Its time they start using AI tools along with omnichannel communication to enhance their customer experience and make social housing homes the best places to dwell in, in England.
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