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
“As a progressive social landlord, Lewisham Homes recognises the importance of communicating with our tenants in a way in which they feel comfortable responding – and that’s digitally. Since the implementation of Castleton’s Communications Manager 2 way SMS texting solution, we have seen an increase in responses from our residents vs. traditional methods e.g. letters, calls & visits had failed. We believe that people read and respond to texts – as they are less intrusive and can be dealt with easily and quickly.
An example of this is with rent arrears; 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. People often don’t answer the phone to unknown numbers, ignore letters and are often away from home, people do however respond to texts, as we have already seen”.