A quick guide to engaging tenant communication using housing branding.
It is imperative that Housing Associations keep their tenants happy. But what about going that extra yard? Why not engage your tenants further, excite them with thoughtful engagement or surprise them with personal communication? Going the extra mile creates a sense of loyalty with your tenants and is proven to improve key elements such as; tenants paying on time, upkeep of the property, and notifying you of changes and repairs.
Here are Blumilk’s top 3 tips to excite your tenants.
Welcome
Whether it is a new tenant or simply an existing tenant moving home, this is a great opportunity to reach out and add a personal touch. Personalised welcome letters, change of address labels, and even grocery vouchers are all easy ways to connect to your tenant and make them feel at ease at this stressful time.
Touch Points
Stay on top of your tenant’s journey with you by utilising some creating housing branding. A lot of Housing Associations already send Christmas cards and some even go as far as birthdays. But why not celebrate their time with you? Tenant anniversary cards or tenant rewards are a great way to not only excite your tenants but to gain valuable feedback.
Forward Thinking
Strong winds due? Another cold winter on the cards? Why not pre-empt repairs as well as helping with possible peaks in repair costs by contacting your tenants first? A text message to ask if they have noticed any loose roof tiles or if they have checked their pipes recently along with a link to a quick ‘how-to guide’ could save you money as well as improving your tenant association connection.
Blumilk have been working with Housing Associations for over 16 years and has a plethora of advice and know-how that can be applied to your association.
We would love to hear from you! Why not call and speak to one of the specialists on 0191 232 4401 and discover how Blumilk can transform your communication?
Embracing social media and digital communication.
With 96% of adults who are online using some form of social media, it remains uncertain why more housing associations do not take advantage of this communication platform to reach their tenants. Out of those adults using social media, a third are aged between 35 and 55, which fits the UK housing associations’ tenant average.
Communication is, of course, vital for any business and this is no different in the social housing sector. Most associations are extremely talented in their various forms of tenant communication. But, what Blumilk finds particularly baffling is why more associations do not make greater use of more cost-effective digital communication options. With only 20% of housing association tenants communicating with their association on a regular basis, is digital and social communication the answer to increasing that figure?
A key concern for housing associations is whether their customers would respond to social communication. A recent survey by G15, G15 represents 15 of London’s largest housing associations, revealed that despite 49% of housing association properties not having internet access, 80% of tenants said they can access the internet at least once a day. This being said some tenants will continue to expect and want more traditional methods such as telephone, letter, and face-to-face meetings.
Keeping those traditional tenants in mind there is still money to be saved and more effective communication methods to adapt in addition to older techniques.
Digital Communication for Housing Associations
‘Some housing associations are unsure when it comes to social media. The idea that one wrong tweet could ruin their long-standing reputation outweighs the rational to save money and improve direct communication.’
Some social housing businesses such as the Bromford Group and The Halton Housing Trust have embraced social media. They are great examples of how to set the right tone for tenants and create the right level of content.
Before diving into social media Blumilk advice is straightforward. Consider if this is the best way to engage with tenants? What steps can be taken to ensure tenants want and need this level of communication? And finally and most importantly, is there the capacity and resource to maintain the chosen social media platform?
References: www.northernlightspr.com and www.rosemcgrory.co.uk
