Communication solutions for housing sector

Housing associations face increasing pressure to deliver responsive, citizen-centred services—often with limited resources. From handling repairs and arrears to supporting vulnerable residents, efficient communication plays a critical role in meeting expectations and maintaining compliance.

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Strategy

Delivering efficiency, compliance & customer-centric communication

As a trusted transformation partner, we help housing providers improve operational and contact centre performance through our comprehensive managed service. Whether you’re focused on enhancing resident self-service, reducing operating costs or improving team performance, our solutions drive long-term operational and service improvements.

Solutions

Supporting vulnerable customers and prioritising urgent needs

Housing providers must respond quickly to urgent maintenance issues and support vulnerable customers—often with stretched resources.

Contact centre automation

Automate low-level queries and allow customers to report repairs, check rent balances or update contact details 24/7.

Real-time sentiment & risk detection

Identify potentially vulnerable customers or dissatisfaction early via speech analytics.

Prioritised contact routing

Ensure high-risk interactions reach the right teams fast.

Proactive engagement

Use proactive messaging to manage communications.

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Solutions

Reducing contact volumes & improving first-time resolution

High inbound contact volumes and repeat queries place pressure on contact centre resources and lead to delays in resolution. How We Help:

AI-powered automation

Automate up to 80% of customer enquiries to reduce repeat contact and improve First Time Resolution rates.

Intelligent call routing

Direct calls to the most appropriate agents using Natural Language Processing and intent detection.

Speech analytics

Understand the root cause of repeat contacts and service bottlenecks.

Performance dashboards

Identify and address service inefficiencies with real-time insights.

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Solutions

Enhancing customer experience across channels

Customers expect flexible, digital-first services that mirror their everyday interactions with other providers. How We Help:

Omnichannel support

Deliver consistent service across voice, digital and social channels.

Self-service tools

Empower customers to resolve simple queries without speaking to an agent.

Proactive notifications

Send appointment reminders, rent due alerts, and service updates to reduce inbound traffic.

Natural language processing

Deliver personalised experiences based on customer history and preferences.

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Solutions

Improving team performance & reducing burnout

High contact volumes, complex queries and emotionally demanding cases can increase staff turnover and reduce service quality. How We Help:

Workforce management tools

Forecast demand and schedule staffing to match peak periods and specialist support.

Agent assist & live coaching

Guide agents in real-time through difficult conversations, improving FTR and vulnerable customer support.

Real-time performance monitoring

Track service KPIs and agent wellbeing with actionable analytics.

Training & gamification

Build resilience and motivation through targeted development and engagement initiatives.

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Transforming housing contact centres: a strategic approach

We partner with you at every stage to ensure your CX strategy delivers long-term business value.

01

Discovery

Understanding Your Challenges & Objectives

What We Do:

  • Stakeholder workshops to uncover current service and operational challenges.
  • Technology and channel analysis to identify improvement opportunities.
  • Roadmap creation with clear KPIs and transformation goals.
02

Design

Building Customer-Centric, Compliant Solutions

What We Do:

  • Tailored workflows to improve repairs reporting, rent collections and case management.
  • Seamless omnichannel service design.
  • Integration with existing housing management and CRM systems.
  • Compliance and data protection impact assessments.
03

Deliver

Seamless Implementation with Minimal Disruption

What We Do:

  • Hands-on project delivery and change management.
  • Agent onboarding and process rollout.
  • Real-time dashboards to monitor success.
04

Perform

Continuous Support & Optimisation

What We Do:

  • Ongoing reviews to track customer satisfaction and service performance.
  • Real-time insights to identify and resolve emerging issues.
  • Strategic optimisation recommendations to enhance outcomes.
05

Transform

Future-Proofing Service Delivery

What We Do:

  • Introducing emerging technologies to meet evolving customer needs.
  • Support for digital-first service models.
  • Scalable infrastructure to support long-term demand and policy changes.

Our other solutions

Relevant Solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. Whether you’re looking to leverage AI for automation, optimise workforce management, or implement robust compliance measures, our solutions deliver measurable impact.

CX management

Deliver exceptional customer experiences with cloud-based contact centre platforms.

AI & automation

Transform your customer interactions with cutting-edge AI-driven solutions that enhance efficiency and engagement.

Monitoring & compliance

Ensure regulatory compliance and communications governance with industry-leading solutions

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"The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief"

Erweena Humpherson

Operational Optimisation Manager @ Leeds Building Society

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Experian® drive business change and customer retention with Analytics

"Business Systems helped us get the implementation right which was all important because this is not a one-off project; it’s a sustainable step-change to our business process."

Chris Barkataki

Strategy Manager, Experian

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Tier One Bank

Interaction Analytics – Driving Service Excellence

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Equiniti

Equiniti Speech Analytics

"Using Nexidia Speech Analytics has really helped us gain insight into the way our customers interact with us. It has enabled us to really listen to our customers, gain feedback from their calls and enhance our ability to deliver a positive memorable experience."

Gareth Wallis

Continuous Improvement and Insight Manager, Equiniti

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Home Group’s WFM Transformation

"We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic."

Gavin Rogerson

Resource Planning Manager

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Hastings Direct – NICE CXone Cloud Contact Centre Solution

"Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did."

Lisa Irons

Head of Operational Transformation

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Frequently Asked Questions (FAQs)

By introducing automation, omnichannel tools and self-service options, housing providers can reduce wait times, improve first-time resolution and better support vulnerable customers.

Yes. Our platforms are GDPR-compliant, support ISO27001 standards, and offer secure data handling, encrypted storage, and robust access controls.

Absolutely. We design solutions that align with UK housing and data protection requirements, with full audit trails and tamper-proof communication recording.

Speak to our experts today and discover how Business Systems can transform your housing contact centre with customer-centric solutions that improve service delivery, increase efficiency and support regulatory compliance.

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Elevate Customer Experience While Ensuring Compliance

Speak to our experts today and discover how Business Systems can transform your organisation with customer centric solutions that improve CX, improve operational efficiency and support regulatory compliance.

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