The state of customer services in social housing: is digital the answer?

Customer service professionals from across the North West came together for the seventh Omfax Your Call event to examine challenges and opportunities facing the social housing sector.

Omfax Systems, who provides information solutions for customer services in social housing, organised the event at Contour Homes in Manchester, which was attended by housing, IT and service delivery specialists.

The Your Call event, which showcased innovation and best practice in customer service across the UK, focused on the diversification of communication channels, the importance of personalising services and how housing associations empower staff through technology and training.

There were also discussions about the implementation of webchats and apps which have aided customer service, when applied alongside traditional models of telecommunication.

Peter Graddon, Managing Director of Omfax Systems and founder of Your Call, highlights customer service as being more important than ever: “Customer service has a greater status nowadays. The relation between tenants and landlords and technology is vital in making that relationship prominent.  The Your Call event provided a useful discussion with organisations, showing they are fairly advanced in terms of technology. What is key for housing providers to take away, is that digital and the advancement of online is an ongoing change and one that will impact everyone.”

Rachel Gee, Customer Service Lead for Contour Homes, added: “We are delighted to have hosted and help facilitate the Your Call event. We’ve recently re-examined everything around the future demands of our customers, with the creation of specialist teams in our contact centre. Along with this, we have also changed our culture over the past 12 months. As such, it’s been an exciting time for change for us and events such as Your Call allow for that all important knowledge share and networking between housing providers to happen. It’s also been very insightful to have been a part of the discussions about technology and where we are on this journey to delivering better customer service.”  

To keep up to date on the next Your Call event follow @OmfaxSystems or visit

This content was posted by Frontier Public Relations Ltd.

Frontier Public Relations provides specialist social housing PR support to housing associations and the housing sector including media relations, crisis communications and internal communications support.

To find out more contact us on 0161 306 8502 or email