Tenant record with communications and case context

Customer success teams

Every tenant conversation, on every channel, in one inbox

Bring email, text messages, WhatsApp, phone notes, and shared documents into one calm, searchable workspace.

Stop losing track of commitments because a tenant used a different channel. Social Home gives your team one shared communications hub where every message, file, call note, and promise sits beside the right tenant, property, or case. Housing officers can see the full story before they reply, managers can spot unanswered conversations before they become complaints, and tenants get faster, more consistent responses. It replaces scattered screenshots and memory with a single trusted record, so your team spends less time searching and more time solving the issue in front of them.

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Respond 2x faster

Why teams invest

• Respond to tenants 2x faster
• Never lose track of a conversation
• Maintain complete audit trails

Available on all devices

Access from your computer: full

Use on your mobile device: full

Your team can work seamlessly whether they're in the office or out in the field. Everything stays in sync automatically, so you always have the latest information at your fingertips.

Pain point

Conversations are scattered across too many places

A tenant emails one officer, texts another, calls reception, then sends photos on WhatsApp. Nobody has the full picture, so replies are slower and commitments are easy to miss. The tenant feels ignored even when your team is working hard.

• Bring every channel into one shared inbox your whole team can trust
• Link conversations to the right tenant, property, case, or repair
• See unread, waiting, and urgent conversations at a glance
• Reply with full context instead of asking tenants to repeat themselves

Pain point

Important promises are hard to prove later

When a complaint or dispute appears, your team needs to know exactly what was said, by whom, and when. Screenshots, memory, and email searches are not enough. Without a clear record, small disagreements become stressful and time-consuming.

• Keep message history, shared files, and call notes in one place
• Search conversations quickly when a complaint needs evidence
• Preserve photos, forms, and attachments alongside the case
• Give managers confidence that every commitment is visible

Pain point

Follow-up depends on memory

Busy teams handle dozens of conversations a day. Without reminders and clear ownership, a message that needed a callback or document can quietly disappear under newer requests. Tenants then chase, complain, or lose confidence.

• Turn a conversation into a task before it slips
• Assign ownership so everyone knows who is responding
• Use reminders to keep promises on schedule
• Reduce repeat chasing by keeping tenants updated first

Key capabilities

What you'll love about this feature

One inbox for all conversations

Manage group conversations, direct messages, and announcements all in one place. Add or remove participants as needed, see unread message counts at a glance, and know who's online so you can reach the right person quickly.

• Add or remove participants from conversations easily
• See unread message counts so you know what needs attention
• Know who's online with presence indicators
• Organise conversations by tenant, property, or topic

Share documents and media seamlessly

Collect forms, images, and files directly in conversations. Preview files without downloading, attach documents from case files quickly, and control who can download what with role-based permissions.

• Preview files without downloading so you can see what's shared
• Attach documents from case files instantly
• Control who can download files with role-based permissions
• Keep all shared files organised and accessible

Never lose track of phone calls

All phone calls are automatically logged and transcribed. Play back recordings when needed, see transcripts instantly, and link calls to tasks or maintenance requests. Never forget what was discussed or promised.

• All calls are transcribed automatically so you can search conversations
• Play back audio recordings when you need to hear the details
• Link calls to tasks or maintenance requests so everything stays connected
• Maintain complete records of all phone communications

Time-saving benefits

Save 8 hours per week on communication management

Stop spending time switching between apps, searching for conversations, and trying to remember what was said. All communications are organised automatically, reminders appear when follow-up is needed, and tasks can be created directly from the conversation while the context is still fresh.

• Route new messages to the right team without manual forwarding
• Create repair, case, or arrears follow-up tasks from the conversation
• Keep tenants updated from one place instead of repeating yourself
• Spend time resolving issues instead of reconstructing message history

Real-world scenarios

See how this works in practice

Scenario: A tenant calls about a maintenance issue

Before Social Home, you'd take notes during the call, hope you remembered everything, and try to find the right person to assign the work. Now, the call is automatically logged and transcribed, you can create a maintenance request directly from the conversation, and the tenant gets updates automatically. Everything stays connected, and nothing gets lost.

• Create maintenance requests directly from phone calls
• Never forget what was discussed with automatic transcription
• Keep tenants informed automatically so they know what's happening

Scenario: A tenant disputes something you said

In the past, you'd have to rely on memory or hope you had notes. With Social Home, you can see the complete conversation history—every email, text, WhatsApp message, and phone call—all in one place. Find exactly what was said, when it was said, and prove it with complete records.

• Find any conversation instantly with complete search
• Prove what was said with complete conversation records
• Resolve disputes quickly with full context

See it in action

Real screenshots from Social Home

These screenshots show exactly what you'll see when you use this feature. Every detail is designed to make your work easier and more efficient.

Tenant 360 with risk and arrears context

Customer perspective

“We no longer screenshot WhatsApp chats as evidence. Every message and file is captured with the right context and permissions. Our team can see the complete conversation history for any tenant instantly, and we never lose track of what was promised.”

Francesca Osei — Customer Success Lead, Haven Housing

FAQs

Everything teams ask before they sign

How quickly can we get started?

Most teams are up and running within a week. We provide comprehensive onboarding support, including training sessions for your team, data migration assistance, and dedicated support to ensure a smooth transition. You can start using the platform immediately while we help you import your existing data.

What training and support do you provide?

We offer comprehensive training for all team members, including live training sessions, video tutorials, and detailed documentation. Our support team is available via email, phone, and in-app chat. Plus, you'll have access to our knowledge base with step-by-step guides for every feature.

Can we customize it for our specific needs?

Absolutely. Social Home is designed to adapt to your workflows. You can customize fields, create custom reports, set up automated workflows that match your processes, and configure permissions to match your team structure. Our team works with you to ensure the platform fits your unique requirements.

What kind of support is included?

Every plan includes email and in-app chat support with response times based on your plan tier. We also provide regular check-ins during your first 90 days, access to our knowledge base, video tutorials, and community forums. Premium plans include priority phone support and dedicated account management.

Can tenants use their preferred communication channel?

Yes. Tenants can contact you through the channels they already use, while your team works from one shared inbox. That means tenants do not have to change their habits, but your team still gets a clean record, clear ownership, and full context for every reply.

Can we control who sees sensitive conversations?

Yes. Access can be controlled by role, team, and case sensitivity, so staff only see the conversations they need for their work. This is especially important for safeguarding, complaints, arrears, and tenancy support, where the right people need full context and everyone else should not have unnecessary access.

Will this replace our current inboxes overnight?

Most teams phase it in. We start by bringing the highest-volume channels into Social Home, train your team on the shared inbox, and then expand once the process feels natural. The goal is not disruption; it is to give your staff a clearer way to manage the conversations already happening every day.

Back to all features →Tenant Management Maintenance & Repairs Analytics & Tracking

Ready to Transform Your Communications Hub?

See how communications hub can transform your operations and help you serve your tenants better. Get started with the Social Home platform today.

Book a Free Demo Talk to Sales See Pricing

See the workflow, discuss your setup, and choose the right plan for your team

Every tenant conversation, on every channel, in one inbox

Bring email, text messages, WhatsApp, phone notes, and shared documents into one calm, searchable workspace.

Respond 2x faster

Save 8 hours per week on communication management

• Route new messages to the right team without manual forwarding

• Create repair, case, or arrears follow-up tasks from the conversation

• Keep tenants updated from one place instead of repeating yourself

• Spend time resolving issues instead of reconstructing message history