Following the implementation of Omniledger’s Pyramid Messenger powered by Deeplake’s Communication Manager, Shian Housing Association has improved its tenants’ responses to arrears management communications, resulting in a reduction in overall arrears.
Indran Thavendra, finance director, Shian Housing Association, said, “The majority of our tenants use a mobile phone every day so we wanted a solution that would enable us to communicate with them in their preferred communication format.
“Since using Pyramid Messenger, we have noticed a significant reduction in our arrears, coupled with a large increase in positive responses to arrears management communications. Tenants are responding better to text messages regarding their arrears and this has allowed our housing officers to tackle these arrears much earlier than before.”
Pyramid Messenger also automatically sends a text message to tenants who have failed to make a payment during the month, giving Shian Housing tighter control of rent arrears and lets tenants know that it is monitoring their accounts more closely.
Thavendra said, “When a tenant reports a repair, it is immediately add to our Pyramid housing management system. Pyramid will then initiate a text message through Deeplake’s Communication Manager that confirms the appointment details, time and date.
“Using this new system has allowed us to reduce the number of unfulfilled appointments by our contractors. It has also improved our overall repairs service to tenants and helped us to become more efficient at the same time as reducing call out costs.”