Action on first contact. Every time.
key2housing helps your team address resident problems from the first point of contact through to closure, keeping the resident informed at every step. Every conversation is handled consistently to the same standard, and evidenced.
- Live from 1 day
- Works with your HMS or CRM
- UK-hosted on Azure
- Microsoft ISV
One platform
Keeping everyone in the loop.
What was said, what we heard, what we did
One platform across every channel, routed by your own business rules and informed by the data you already hold. Every resident contact is accounted for, and what you did about it is evidenced.
What it does not replace: your CRM or housing management system. That stays where it is. key2housing connects to it and writes back to it.
Personalised outbound
Send service notifications and updates to dynamic audiences — a block, a postcode, or all residents — on the channels your residents choose.
Inbound handled 24/7
Triaged before it reaches a person, with the routine — book, rebook, confirm, pay — handled in the conversation.
No more shadow channels
Governed channels that keep the history on the resident timeline, not on a personal mobile.
Drive better interaction
Digital channels reach residents a letter never will, and the arrears support, TSM and resident wellbeing modules give each conversation a job to do.
Human in the loop
Automated actions — triaged repair bookings, complaints — enter a human-managed workflow. Agents in real-time conversations are supported with intelligent prompts.
Compliance by design
Damp, mould and the other Awaab’s Law hazards recognised in what a resident actually said — so the record, and the timescales, run from then.
Directors & Officers
Walk into an inspection with the evidence in hand.
Measure outcomes against resident contact, and give your board evidence that compliance hazards are being managed from the first point of contact.
One message, 21:40 on a Friday
Rarely just a repair.
What the resident said
“…it’s in the , there’s and . It’s been like that . and she really feels the cold. , but no one has come out.”
Also captured to the property record: room, item and how long.
What key2housing heard
You can only manage what you know.
Typically, the contact centre will log the repair. It is the most obvious action. key2housing recognises damp and mould as a hazard with statutory timescales, and ensures the other three signals are not missed. The full context is used to triage and route the conversation according to your business process.
The landlord was aware at 21:40 — not when someone raised a case on Monday.
A person still decides, and nothing reaches the tenancy record without confirmation. What an officer opens on Monday is already triaged.
How it works
What your officer opens on Monday.
From conversation to a case.
What was said, what we heard, what needs to be done.
Weekend & out of hours14
T-004821Fri 21:40
black mould all up the wall…
T-004516Sat 08:05
no hot water since last night
T-003990Sat 19:22
my rent statement looks wrong
T-004120Sun 11:47
communal door will not lock
All triaged on contact.
T-004821 · WhatsApp · opened Fri 21:40
ResidentFri 21:40
“…it’s in the back bedroom, there’s black mould all up the wall and round the window…”
key2housingFri 21:40On contact
Thanks — that’s logged against your tenancy and someone will be in touch. You can reply here at any time.
key2housingMon 08:32
An inspection is booked for Wednesday between 9 and 11. Reply here if that does not suit and we’ll move it.
Answered on contact, not on Monday. The thread stays open on the resident’s own channel, through to closure.
key2connect · one record, written from the conversation · 1 of 14 from the weekend, all triaged on contact
None of this waited for Monday. The resident was answered, the signals were raised and the clock started at 21:40 on Friday — Monday is only when someone read it.
No cost, no commitment
Start with a pre-flight check.
Before anything goes live, we read your published policies and your SOPs, and tell you what a resident-facing assistant could answer today, where it would have to hand over to a person, and what we would change first. No cost, and useful whether or not you buy anything.
Policies
What a resident-facing assistant could answer today, and where it would have to hand over to a person.
SOPs
Where your procedures already imply a next step that could be prompted, and where the step is undefined.
Questions
What people ask before they book
We’ve built AI for social housing since 2016. When we say live, we mean residents are being helped today — not a slide, not a proof of concept.
And we don’t hand your problem to a model and hope. A model is one component; the value is the intelligent app around it that actually solves the problem.
Intelligent apps, not outsourced problems
Domain, workflow, guardrails and an audit trail — not a thin wrapper.
We don’t ask anyone to trust the AI
We make it show its working. A person decides, the record is governed, the resident is told.
Fewer systems, less to defend
Works with the CRM you already run, and a smaller surface to secure.
Live today
With a North-East local authority and a housing association. Microsoft ISV. UK-hosted on Azure.
Understand what’s happening right now.
Being told and knowing are two different things, and every serious failure in this sector has that shape. Start with one channel, evidenced, and close the gap between them. Fixed scope, fixed fee, fixed date.
What was said. What we heard. What we did.