Tenant 360 with risk and arrears context

Housing officers

Give every tenant the support they deserve—and protect your team

See everything you need to know about each tenant in one place: their history, risks, needs, and communications.

Stop switching between systems to understand a tenant's situation. Social Home brings together everything housing officers need—tenant history, vulnerability assessments, arrears status, case files, and all communications—in one complete view. When you visit a tenant or take a call, you have the full context instantly. Our intelligent system helps you identify tenants who need extra support before problems escalate, tracks safeguarding concerns automatically, and ensures nothing falls through the cracks. Give your team the tools they need to build stronger relationships with tenants while protecting everyone's safety and wellbeing.

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Safeguarding ready

Why teams invest

• Respond to safeguarding concerns 3x faster
• Reduce arrears by 25%
• Improve tenant satisfaction scores

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

You waste time hunting for tenant information

When a tenant calls or you're preparing for a visit, you're jumping between email, case management systems, spreadsheets, and phone notes trying to piece together their story. Critical information gets missed, and you end up making decisions without the full picture. This wastes your time and can lead to poor outcomes for tenants who need help.

• See every tenant's complete history in one place—no more switching between systems
• All conversations, case notes, and documents linked together automatically
• Quick access to benefits information, case files, and property details
• Voice notes and attachments stored right where you need them

Pain point

At-risk tenants slip through the cracks

By the time you realise a tenant needs extra support, the situation has often escalated. Without early warning signs, you're always reacting to crises instead of preventing them. This puts tenants at risk and creates stress for your team.

• Intelligent risk scoring helps you spot tenants who need support early
• Vulnerability tags ensure nothing gets missed
• Get instant alerts when a tenant's situation changes
• Proactive support plans appear automatically based on risk factors

Pain point

Communications get lost across different channels

Tenants contact you through email, phone, text, WhatsApp, and in-person visits. Messages get lost, promises are forgotten, and you spend time explaining the same thing multiple times. This frustrates tenants and makes your team look unprofessional.

• All communications in one inbox—email, text, WhatsApp, and phone calls
• See when tenants are typing so you know they're engaged
• Know exactly when messages were read and delivered
• Never lose track of a conversation or commitment again

Key capabilities

What you'll love about this feature

Know your tenant's complete story instantly

Open any tenant's profile and see everything you need—their personal details, property information, case history, arrears status, and all communications—in one comprehensive view. No more asking colleagues or searching through files. When you visit a tenant or take a call, you're fully prepared with all the context you need.

• Complete tenant timeline shows every interaction, case note, and document
• Custom fields let you track information that matters to your organization
• Secure document lockers keep all tenant files organised and accessible
• Arrears status updates automatically so you always know the current situation

Build stronger case files that protect everyone

Create detailed case files with structured entries, actions, tasks, and evidence. Everything is organised, searchable, and ready to export when needed. Your team can collaborate effectively while maintaining proper privacy controls.

• Structured case entries ensure nothing important gets missed
• Control who can see what information with role-based permissions
• Export complete case bundles instantly for partners or tribunals
• Automatic review reminders ensure cases stay current and active

Prevent problems before they become crises

Stop waiting for tenants to reach out when they're in trouble. Our system combines payment history, benefits data, and vulnerability information to help you identify tenants who need support early. Reach out proactively and prevent situations from escalating.

• Intelligent arrears scoring shows which tenants need immediate attention
• Track payment plans and see progress in real-time
• Personalized support plan suggestions help you provide the right help
• Prioritize your outreach based on actual risk, not guesswork

Time-saving benefits

Save 12 hours per week on tenant management

Stop spending time searching for information or manually tracking tenant situations. When a tenant's risk score changes or arrears reach a threshold, your team gets instant alerts and tasks appear automatically. Focus on building relationships and providing support instead of administrative work.

• Get instant alerts when tenants need attention—no manual checking required
• Tasks appear automatically when situations change, so nothing gets forgotten
• All information stays connected so you can see the full picture instantly
• Spend more time with tenants and less time on paperwork

Real-world scenarios

See how this works in practice

Scenario: A tenant calls about arrears

Before Social Home, you'd need to check multiple systems, ask colleagues, and hope you had the latest information. Now, the moment you open the tenant's profile, you see their complete payment history, any existing payment plans, benefits status, and all previous conversations. You can help them immediately with the full context, and if a payment plan is needed, you can set it up right there with automatic tracking.

• Resolve arrears calls 3x faster with complete information at your fingertips
• Set up payment plans instantly without switching systems
• Track progress automatically so you know if plans are working

Scenario: A safeguarding concern is raised

In the past, safeguarding concerns might get lost in email threads or forgotten. With Social Home, when a concern is raised, it's immediately flagged, the right team members are notified, and a case file is created automatically. All related information—previous incidents, tenant history, property details—is linked together. You can respond quickly and ensure nothing falls through the cracks.

• Respond to safeguarding concerns within hours, not days
• Never miss a critical case with automatic alerts and case file creation
• Maintain complete records for compliance and protection

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.

Unified communications inbox with threads

Admin dashboard overview with KPIs and alerts

Customer perspective

“We finally have a true tenant 360. Officers walk into every visit with the latest context, and nothing gets missed. The automatic alerts mean we can help tenants before problems escalate, and our safeguarding cases are always up-to-date.”

Joshua Patel — Head of Housing, ShelterWorks

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 access their own information?

Yes. Tenants have their own secure portal where they can view approved information about their tenancy, message housing officers, submit maintenance requests, and upload documents. This gives tenants more control and reduces the number of calls and emails your team needs to handle, while maintaining proper privacy controls.

How does the risk scoring work?

Our intelligent system analyses multiple factors—arrears history, payment patterns, benefits status, vulnerability indicators, and case history—to calculate a risk score for each tenant. This helps you prioritize which tenants need immediate attention and which might benefit from proactive support. The system learns from your organization's patterns to provide increasingly accurate assessments.

What about data privacy and GDPR?

Data privacy is built into every aspect of Social Home. We use role-based permissions so team members only see information they need for their role. All data is encrypted, access is logged, and you have complete control over who can see what. We're fully GDPR compliant and can help you configure the system to meet your specific privacy requirements.

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Give every tenant the support they deserve—and protect your team

See everything you need to know about each tenant in one place: their history, risks, needs, and communications.

Safeguarding ready

Save 12 hours per week on tenant management

• Get instant alerts when tenants need attention—no manual checking required

• Tasks appear automatically when situations change, so nothing gets forgotten

• All information stays connected so you can see the full picture instantly

• Spend more time with tenants and less time on paperwork