Gateway Housing Association implements Housing Proactive to improve resident engagement

Gateway Housing Association (‘Gateway’) has implemented Housing Proactive, Alertacall’s housing management service at 370 properties across East London. Housing Proactive will enable the team at Gateway to increase contact with their older residents in sheltered accommodation on housing-related issues 365 days a year.

Gateway is a well-established community-based housing association with 3,000 properties primarily in the London Borough of Tower Hamlets. Gateway is uniquely the largest provider of sheltered housing in Tower Hamlets and was the first registered provider of older persons shared ownership in the borough.

The Housing Proactive service was put in place by Gateway as a cost-effective way to improve service delivery for its residents aged 55 and over. Residents routinely engage with specially designed, easy to use devices on a daily basis to collect news, updates and other important information in relation to their property or tenancy. If a resident does not engage with their device, they are called by a member of the Housing Proactive team, who all receive specialised training on communicating with customers with higher needs and in relaying repairs issues to housing providers.

By ensuring daily contact with residents in this way, Housing Proactive will not only help the housing team at Gateway focus staff time and resource where it’s needed most, but it will also help to increase resident engagement with their housing service.

Martin Cutbill, Director of Alertacall, commented:

‘We are delighted to be working with a growing housing provider like Gateway. The fact that Housing Proactive operates 365 days a year is seen as a significant improvement by residents and the service also provides valuable housing management information for the housing team at Gateway which will help to increase service efficiency. We look forward to developing a strong partnership with the Gateway in the future.’

Siraj Salekin, Enhanced Management Housing Team Leader at Gateway Housing Association added:

‘We’re thrilled to be working with Alertacall to support our older residents independence and improve communication.’

For more information on Alertacall’s services, email Ben Lambert, Head of Client Relations, on contact@alertacall.com or call 0808 208 1234.