Midland Heart shortlisted for Housing innovation award

Housing Innovation AwardsMidland Heart has been named as a finalist in this year’s Housing Innovation awards.

The shortlisting recognises our proactive solution to address the impact of Universal Credit by introducing a new bespoke phone dialler system. 

Working in partnership with rostrvm for Housing, we developed a outbound dialling system that increases contact with customers by phone and text message.

This innovative approach is helping to support customers sustain their tenancies and preventing issues such as rent arrears becoming unmanageable.

Midland Heart is one of the first housing organisations to seek a solution of this kind following the outcome of research into Universal Credit by the National Housing Federation that said Housing Association income teams would need to increase customer contact by 300-400% to avoid high levels of rent arrears following the introduction of Universal Credit.

Gary Hardy, our Director of Housing Operations said: ‘Engaging with our customers is key to supporting and preventing issues such as rent arrears. The dialler system has changed our day to day operations and approach to customer contact with an 300% rise since project launch.’

Now in its sixth year, the Housing Innovation Awards is all about celebrating pioneering spirit and highlighting examples of inventive and original schemes and services.

The winners will be announced at a ceremony at the Grand Connaught Rooms in London’s Covent Garden on 8 February 2017.

For more information about the Housing Innovation Awards please visit their website.


3rd January 2017 | 2017 | Press Releases