Tenant Support Automation for a UK Housing Association

Business Context

The organisation managed repairs, tenancy support, and community service enquiries across multiple regions. Contact volumes were high and often included incomplete information, making effective triage difficult.

Core Challenges

1. Inconsistent categorisation of inbound tenant enquiries.
2. Delays in routing urgent and vulnerable-tenant issues.
3. Limited service visibility for team leaders and managers.

Delivery Approach

1. Tenant enquiry classification and urgency support rules.
2. Repairs triage automation with category and priority logic.
3. Escalation and audit trail controls for sensitive cases.

Implementation Timeline

• Weeks 1-3: Service process analysis and triage criteria definition.
• Weeks 4-7: Workflow build, integration, and quality controls.
• Weeks 8-10: Pilot in selected regions and escalation testing.
• Weeks 11-12: Full rollout and team enablement.

Operational Outcomes

Service leaders gained a clearer, data-driven view of support workload and escalation pathways. Staff handled more volume without compromising safeguarding and quality processes.

Next-Phase Roadmap

Future scope includes self-service appointment flows and predictive repairs demand planning.