Platform Housing Group’s innovative partnership with Voicescape has scooped a national award at this year’s National Housing Maintenance Forum (NHMF) Awards.
The organisations were recognised in the Best Resident Impact – Exceptional Engagement and Outcomes for Residents’ category for their collaborative work using Voicescape’s Compliance solution to improve the customer experience and support better service delivery.
The award celebrates outstanding impact on residents and the partnership between Platform and Voicescape was praised for significantly reducing no access rates for essential appointments, increasing customer engagement and driving better operational outcomes.
At the heart of the success is an intelligent engagement system introduced by Platform and Voicescape to proactively contact residents and give them real time control over their appointments, covering more than 40,000 gas safety checks, 3000 electrical condition reports (EICRs) and general repairs.
This replaced a traditional system where residents had to call busy phone lines, wait in queues and rearrange work or childcare, sometimes multiple times. The new system offers automated calls or text messages, with simple responses such as ‘Yes’ to confirm appointments. If further assistance is needed, residents are automatically transferred to the right team member, bypassing long menus and delays.
Importantly, this approach empowers residents and ensures no one is left behind, particularly those who may find traditional contact methods challenging. It transforms what was once a frustrating process into one where residents are in control, able to manage their appointments in a way that suits them.
Phil Trickett, Head of Heating and Compliance at Platform Housing Group said:
“We’re proud to work with partners like Voicescape who understand the value of putting residents first. This recognition reflects the real world difference our collaboration is making, helping customers stay safe and engaged while giving our teams the insight and tools to deliver better services.”
The award is further testament to Platform’s commitment to using technology for good, combining innovation with human centred service delivery to ensure every customer interaction adds value.
Voicescape also acknowledged Platform’s role in the success.
Gary Haynes, Managing Director at Voicescape said:
“This award isn’t just about our technology, it’s about how customers like Platform are using it to transform engagement and outcomes. We’re proud to be part of that journey.”
The NHMF Awards recognise success and innovation across the UK housing sector, celebrating partnerships that deliver tangible benefits to residents and communities.