When residents call to book a repair, we send a text message straightaway confirming the appointment time and details. We then send another reminder message the day before the appointment, which gives them the option to cancel the appointment simply by replying to the text message.
Customer Service Manager at Newlon Housing Trust
“Since the implementation of Castleton’s Communications Manager, we have seen an increase in responses from our residents. We believe that people read and respond to texts as they are less intrusive and can be dealt with easily and quickly. Our finance team had repeatedly tried to reach a tenant using letters, calls and even visits, and had no response; we then sent a rent arrears text message and received an immediate reply, agreeing to make a payment. Communications Manager is already paying dividends for the organisation, and giving our residents the option to respond to us using a smartphone."
Business Analyst at Lewisham Homes
Lewisham Homes is an enterprising, not-for-profit organisation, set up to improve housing in the London borough of Lewisham. As well as managing 19,000 homes on behalf of Lewisham Council, they operate their own maintenance company, build new homes and find valuable ways to invest in the local community. Lewisham Homes...