Industries · Housing & Public Services
Repairs, arrears and complaints - evidence residents received the right outcome.
Housing providers and councils are held to complaint-handling codes and consumer standards, and their residents are often in difficult circumstances. Better Outcomes assesses repairs, arrears, tenancy and benefits conversations against the outcome the resident received and connects them to the case record, helping teams evidence fair treatment and find the process failures behind repeat contact.
What changes
How Better Outcomes applies in housing & public services.
- 01
Complaint handling against the code
Complaint conversations are assessed against your handling standards and placed alongside the repairs or arrears journey that preceded them.
- 02
Vulnerable residents recognised
Indicators of potential vulnerability disclosed in calls are surfaced where the tenancy record shows no adjustment or referral.
- 03
Repairs journeys that create contact
Journey evidence shows which repairs stages generate chasing and repeat contact, pointing at scheduling and communication rather than advisers.
In practice
A housing association with repeat contact about repairs
- 01
Every repairs and complaint conversation is assessed on whether the resident knows what will happen and when.
- 02
Journey evidence shows residents chasing twice on average before an appointment is confirmed - a scheduling gap, not an adviser gap.
- 03
The finding is reported to operations with its evidence; chasing contacts at that stage are monitored after the fix.
Illustrative scenario · Real Better Outcomes screen · Shown with test data
For your teams
The use cases that matter most in this sector.
Related solutions
Detailed pages on the specific outcomes organisations in this sector need to evidence.
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Show us one representative customer journey.
Bring one representative customer journey and we'll show how Better Outcomes could assess it across interactions, CRM evidence and customer outcomes. No customer data is required for the first session.