Tenant experience software for contact centres

Build greater trust and improve service

Today’s Housing Associations need tenant experience software to meet the rising expectations of a diverse range of tenants and residents and deliver a measurable, improved experience to all. Whether through traditional voice-based helplines or online tenant support portals and apps, they must ensure that every interaction counts.

This drive for constant improvement is being accelerated by the latest government legislation, with the Social Housing Regulation Act making landlords more accountable to tenants and ensuring they listen and respond promptly to their queries.

Improvements that build trust include:

Empowering residents with a friendly, intuitive self-service portal.
Enhancing tenants’ engagement by offering their preferred contact channels to reach you.
Enabling agents and staff to deliver outstanding customer service via a flexible, scalable and effective infrastructure and effective CX tools.

Deliver Better Tenant Services

Boost Efficiency and Meet Growing Demand

Tenant interactions are becoming more complex and span more channels than ever. Housing Associations must handle increasing volumes efficiently
while delivering a seamless service that connects contact center agents with the wider organization.
By integrating telephony, customer service, and business systems—and giving agents access to the right knowledge—Housing Associations can enhance
tenant experiences, reduce costs, support hybrid working, and meet compliance and reporting requirements.

Personalize Service for Every Tenant

A “one size fits all” approach doesn’t work. Digital transformation must respect the preferences of tenants who may not be tech-savvy – or confident on the
phone. Housing Associations need flexible, inclusive solutions that improve service while driving operational efficiency.
Cloud-based technologies and smart automation help agents boost productivity, adapt quickly, and deliver memorable service—fully aligned with broader
business goals.

Trusted Technology Partner

With deep sector experience, Enghouse delivers solutions that align with your goals, budgets, and evolving needs. Build trust with tenants, enhance
collaboration, streamline operations, and stay compliant—while continuously improving service delivery.

Learn how a UK Housing association is using AI-enabled quality assurance for continuous agent improvement.

Read Case Study

Use Cases

Use Case

Solution Set

Applied Solution

Use Case

Deliver an improved, omnichannel experience to all

Solution Set

Contact Center Omni-Channel Self-Service Recording and Quality Artificial Intelligence (AI) Video

Applied Solution

– Flexibility, scalability and measurability, with multi/omnichannel capabilities.
– Self-help for residents via web, chatbot, IVR and mobile app self-service.
– Agent evaluation, coaching and training.
– 100% interaction evaluation for a total view of agent service delivery.
– Secure video calling for faster, more effective troubleshooting by your staff.

Use Case

Empower agents by integrating with wider business

Solution Set

Microsoft Teams UC Integration Contact Center as a Service

Applied Solution

– Increased collaboration across the organization, allowing SME support or seamless escalation to the correct department or team, including to field service.
– A single, modular and cost-effective cloud subscription service for in the office or remote working.

Use Case

Digitise to increase automation and efficiency

Solution Set

CRM/Backoffice Integration Outbound Communications Knowledge Management

Applied Solution

– Improved tenant management and agent efficiency, maximising productivity.
– Proactive automated outreach for rent reminders, repair appointments etc, via SMS and email, freeing up staff to focus on more complex tasks.
– Consistent, reliable, AI-enabled assistance for agents (and tenants via self-service).

Use Case

Meet regulatory requirements and drive constant improvements

Solution Set

Recording and Quality Management

Applied Solution

– Evidence performance across every channel along with AI analysis of interaction for an understanding of trends and performance.

Enghouse Resources

Assets

Blog Post

Why housing association customer service must be all inclusive

By leveraging digital tools and customer insights, housing associations can build trust, improve engagement, and deliver personalized, high-quality service.

eBooks and Guides

UK Housing Associations Customer Service Guide

This guide explains how (re)building trust starts with providing an excellent customer service that meets the needs of residents. Discover how technology can improve housing associations’ customer service by offering a wider range of channels, self-service tools (such as chatbots), and streamlining processes through automation.

Blog Post

The future of customer service for housing associations

Housing associations need to be able to combine people, processes, and technology to deliver high-quality customer service to all tenants.

Ready To Learn More?

Simply provide a few details and we will be in touch with you shortly.

Phone: 1-833-ENG-INTv (364-4688)

Get More Info

Industry Vertical Solutions

Housing Associations

Improve the tenant experience and meet changing regulatory standards

Deliver Better Tenant Services

Boost Efficiency and Meet Growing Demand

Personalize Service for Every Tenant

Trusted Technology Partner

Learn how a UK Housing association is using AI-enabled quality assurance for continuous agent improvement.