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One Housing improve customer experience with new booklet format for rent and service charge communications

One Housing is more than a housing association – it is a modern social enterprise which provides high quality homes and care to help people live better. Serving over 30 boroughs in London and the South East, its remit is to provide care and support to thousands of people in the community and help them to get work and stand on their own two feet.

One Housing’s management and business stakeholders wanted the rent and service charge review to be a more personalised customer communication, one that would actually enhance customer experience.

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Case Study_One Housing

Key benefits

TriPartum has helped One Housing to achieve a number of benefits:

  • Significant improvements in efficiency and associated cost savings.
  • Structured approach for One Housing to provide and easily manage all content on an ongoing basis.
  • Inclusion of content only applicable to the recipient’s profile.
  • Enhanced customer engagement with personalised messages from each Home Ownership or Leaseholder Accounts Advisor with associated contact details and photo.
  • No ‘query’ phone calls received.
  • New booklet format styled in line with applicable brand attributes (One Housing or CityStyle) positioning the annual rent and service charge review as a valued communication.