BRIKHousing: Core Housing Process_


BRIKHousing: Core Housing Processes_ ensures you meet your performance targets whilst improving customer care. This means resolving issues, complaints and enquiries more quickly and effectively.

The BRIKHousing Core Housing Processes_ module simplifies the recording, tracking, and management of all interactions with your residents, communities and other stakeholders. Allowing you to handle issues like Anti-Social Behaviour (ASB), complaints, and general enquiries more efficiently, leading to quicker and more successful resolutions.

All interactions can be recorded. With all emails, phone calls, SMS and letters stored in one place and easily accessed for reporting.

This solution helps you manage various types of interactions more effectively and efficiently through automated processes that are tailored to your organisation. It also provides system generated prompts for taking necessary actions.

This solution is designed for deployment on existing or new Microsoft Dynamics 365 Customer Engagement or Power Apps implementations. Leveraging all the flexibility and capability of the Microsoft platform whilst providing processes to deliver improved customer services.

Housing Association Challenges_

  • Changing expectations: customers and residents want better, faster, consistent and “always-on” service​s via multiple communications channels.
  • Modern engagement: residents expect to engage with their social landlord in similar ways to other services such as retail and banking​.
  • Multiple touchpoints: omni-channel requirement to deliver a seamless customer experience across multiple communication channels.
  • Visibility of data: lack of consist data across all touchpoints of customer communication.
  • Productivity and collaboration:inefficient collaboration across all of your teams caused by legacy systems and dated processes.


  • Maximise efficiency: improve efficiency and productivity of your resources to enhance customer service and customer satisfaction​​.
  • Simplify engagement: ​make it easier for customers and residents to engage through their preferred communication method.
  • Streamline processes: reduce manual data entry, and eliminate redundant and repetitive tasks, to enable increased efficiency and productivity.​​
  • Resolve queries faster: makes it easy for teams to log, action and resolve customer complaints and enquiries promptly, and effectively.
  • Make informed decisions:​ provide your teams with real-time insights that enable better decision-making.

Key features_

  • Enquiry management: handle various types of customer interactions, including general enquiries, complaints, and compliments no matter the communication method.
  • Single source for reporting: store and retrieve all customer interactions in one place, including emails, phone calls, SMS, and letters for easy reporting.
  • Custom SLA tracking: set up Service Level Agreements to ensure timely acknowledgment and resolution of complaints, ASBs and general enquiries.
  • Automate your process: automatically generate acknowledgment and reply letters, upload them to SharePoint and send them to the customer via their preferred method of contact.
  • Define your rules and plans: manage compensation rules, action plans and quickly act on cases identified as high-risk
  • Cross-case linking: link complaint cases to other records in the system, such as ASBs and repairs.
  • Compliance ensured: manage complaint stages from acknowledgment to Ombudsman to ensure regulatory compliance.
  • Quick alerts: create custom quick alerts for visual notifications regarding key information relating to a resident or property.
  • Communicate effectively: send bulk communications, such as emails, SMS and WhatsApp’s, to multiple residents at once.
  • Integrated SMS solution: utilise an SMS solution for automated text messaging.
  • Transparent reporting: Access comprehensive dashboards, reports, and trend analysis.

Why Infinity Group?

We have significant social housing expertise with over 20 dedicated housing specialists, 15 implementations, 25 national awards and 96% customer satisfaction.

Infinity Group is one of few organisations globally that holds Microsoft Cloud Solutions Partner status.

Get in touch for a commitment-free discussion about challenges you are facing or to discuss pricing with one of our experienced consultants.

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