Housing Proactive, Alertacall’s housing management service, has scored very highly in its 2020 client feedback survey. 91% of the housing professionals surveyed awarded the service either 4 or 5 out of 5 for overall satisfaction. Over 100 housing professionals from 48 organisations across the UK took part.
Housing Proactive received excellent feedback across all areas of the business, however, the survey identified that the feature most valued by housing staff was the online reporting portal through which staff could access housing management information, including occupancy tracking.
This was closely followed by daily contact and the OKEachDay button (the concept of an ‘OK’ button was pioneered by Alertacall) and which has helped housing teams to maintain better links with residents and offer additional reassurance during this year’s national and local lockdown restrictions.
You can read more on how Housing Proactive has helped housing providers maintain an effective housing service during the COVID-19 pandemic in our dedicated leaflet – which includes a case study with Saffron Housing Trust and highlights how the service has helped support housing teams to work remotely, improved resident communication and also tackled loneliness and social isolation.
The service also achieved a Net Promoter Score (NPS) of +66*, which is considered excellent. The NPS is a recognised index used by organisations to measure the willingness of customers to recommend their products or services to others and is used for gauging customer experience and overall satisfaction. Any score of +50 or over is considered excellent and only 10% of brands in the UK currently have a score of +40 or more.
Thank you to all our clients who participated in the feedback survey which took place in Summer 2020 and to those who continue to provide us with the feedback throughout the year. Obtaining feedback on a regular basis helps to ensure Alertacall continues to not only provide high quality products and services but also adapts to meet the changing needs of our clients, in line with our ISO 9001 accreditation.
See the results of our 2020 Housing Proactive client feedback survey below:
While we always welcome positive feedback, there is always more work to be done. Our team continues to work closely with those in social housing to ensure a high quality service which delivers the best outcomes for residents and assists housing teams in planning their workload effectively.
The next 12 months will be a very busy period as Alertacall is expanding its portfolio of services to offer housing providers a more comprehensive housing management package, which will also improve digital engagement with residents. More information will be announced soon.
For more details on Housing Proactive and to find out about how future developments will benefit your organisation and your residents, email Ben Lambert, Head of Client Relations, at firstname.lastname@example.org or call us on 0808 208 1234.