Platform Housing Group has implemented a new complaints management system powered by Microsoft Dynamics 365, delivered in partnership with Baytree Solutions.
With the Dynamics platform, tenants’ complaints are now accessed from a central repository. This has made it easier for the housing provider to meet the Housing Ombudsman’s complaint handling code as well as internal SLAs.
Platform Housing is now taking a more analytical approach to tenants’ complaints, with the new system providing insights into root causes, recurring issues and service trends.
The housing provider’s customer experience team now uses the complaints tool to track performance and ensure regular communication with tenants. Platform Housing is also exploring the use of AI and machine learning to extract deeper insights from its growing dataset of complaints, with the aim of moving towards a proactive, intelligence-led service that can prevent problems before they escalate.
Baytree Solutions’ implementation of Dynamics includes an ‘aftercare’ module, so that any actions promised as part of Platform Housing’s complaint-handling resolutions are tracked, followed up and completed.
