Wilson & Cooke

Our specialist knowledge of the housing association sector has been gained from working with Adactus Housing Group, Chorley Community Housing, Riverside Housing, Trafford Housing, City South Manchester Housing Association and Irwell Valley Housing. We have helped Adactus, one of the North West’s largest and most successful housing associations, with bespoke technical solutions which revolutionise the way they communicate with tenants and other stakeholders and deliver added value and services via their website.

The Adactus Housing Group owns and manages 13,500 homes across 25 local authority areas in the North West of England, employs over 550 staff and has an annual turnover in excess of £40 million. Wilson Cooke has been working with Adactus since 2003 when they were known as Family Housing Association. We initially provided a complete corporate rebrand and were responsible for implementing this on all marketing communications material including the website, stationery, signage, vehicle livery and tenant literature.

We have continued to work with Adactus ever since and have developed a number of bespoke digital applications including their first intranet, a fully content managed website and their online tenant services system which enables all tenants to pay rent online, report repairs, arrange a gas inspection and contact their local housing officer.

The system has been integrated with Adactus internal systems to bring live, up-to-date data into the website and link with a payment gateway provider. A simple user admin area was also developed to track tenant transactions.

We recently created a Call Logic System for the Adactus Group. This is a bespoke, online scripting system which enables staff to load FAQs from tenants using a series of prompted scenarios and scripts and then field these enquiries through a single contact centre. Subsequently, the number of calls and re-directions have been reduced whilst response rates and customer satisfaction rates have soared.

And it doesn’t stop there, other projects and work which we are regularly involved in for Adactus includes website management, bespoke digital solutions, literature & branding, copywriting, online and offline recruitment advertising, annual reports, tenant leaflets promotional merchandise, stationery, signage and promotional boards, vehicle livery, email marketing, social media campaigns, a Wiki system – an information system based on the Wiki principles, Adactus 500 – an online microsite for resident involvement, Housecall – integration into a third party repair advisory system for tenants, an email marketing system with a number of bespoke branded templates to communicate effectively with tenants, board members or Adactus staff and a company blog which has been installed across all of Adactus’s subsidiary websites.

Achieving the customer service standards set out by the TSA features high on the agenda for many social landlords. Wilson Cooke has worked with Adactus to implement a unique Contact Centre Advisor system to help them achieve these standards by resolving tenant calls swiftly and efficiently with no need for multiple department phone numbers, organising and streamlining the information delivered to tenants, increasing productivity in terms of the number of calls each handler is equipped to deal with and delivering a positive experience for tenants

Results have included increased overall confidence in Adactus from tenants and other stakeholders, over 1000 customer transactions completed online per quarter, a reduction in the recruitment budget of 50% following the introduction of an online system, increased flexibility and ease of use for Adactus staff and greater visibility for Adactus, both online and offline.

Brian Moran, Group Director of Corporate Services for Adactus said, “I have been working with Wilson Cooke for eight years and over this time have developed a very strong relationship with their project management team. They have a thorough understanding of the issues Adactus face and have helped us fulfil several ambitious projects. What I find most refreshing is that unlike some other companies I have dealt with on digital media projects, they never try to blind with science. They respond swiftly to briefs and I have found them to be accommodating and flexible, respecting that we may sometimes need to revise requirements mid-project. I have always found them to be extremely competitive and realistic in terms of pricing and I am always happy to recommend their services.”

Our work for other housing associations includes:

Chorley Community Housing – developing a full CMS website, recruitment advertising both on and offline, stationery, signage and promotional boards and annual reports.

The Renaissance Consortium - full CMS website, a quarterly newsletter, tenant leaflets, vehicle livery and stationery.

City South Manchester Housing Association – full CMS website.

Paula Wilson
Wilson & Cooke Marketing
Unit C2
Waterfold Park
Bury
BL9 7BR

T) 0161 764 6500
E) paula@wilson-cooke.co.uk
W) www.wilson-cooke.co.uk

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