WhatsApp bot for housing association tenants  

Manningham Housing Association (MHA) launches real-time automated conversational app to answer common questions about services including rent payments, maintenance requests and other support.  

MHA provides quality social housing for the diverse communities of Bradford, Keighley and Craven in West Yorkshire. It now comprises more than 1,400 homes and houses more than 6,000 residents. That’s a lot of people who might have questions for the organisation.

Carolina Padovezi de Oliveira with MHA staff, photo courtesy of MHA

A new automated WhatsApp bot aims to answer questions quickly and succinctly. It can provide useful information about MHA properties and the surrounding neighbourhoods. By automating common requests for information and guidance, MHA staff are freed up to work on other tasks. 

At the same time as implementing the WhatsApp bot, the organisation is also introducing a new HR system with an accompanying app that enables staff to book annual leave, claim expenses, update personal payment details and even access discounts. This and the WhatsApp bot are part of MHA’s wider digital business strategy to achieve more efficient and effective use of technology internally and externally over the next three years. 

Carolina Padovezi de Oliveira, Corporate Project Manager at MHA, says: ‘We are committed to providing our customers and colleagues with the best possible services. The launch of the WhatsApp bot and app are all part of MHA’s ongoing efforts to improve our digital services and make it easier for people to interact with the organisation. The new HR system is user-friendly and efficient, helping MHA staff to manage their work-life balance.’ 

Lee Bloomfield, Chief Executive of MHA, adds: ‘We are excited to be introducing these transformative initiatives, which demonstrate MHA’s continuous commitment to enhancing our digital offerings. This also extends to website redesigning and the creation of a sleek, modern logo, to encourage even more people to engage with our organisation. Despite being a small housing association, we have established a reputation for punching well above our weight – not least in our desire to embrace the opportunities presented by the digital revolution.’    

Rupert Pometsey, Chair of MHA Chair, says: ‘Our digital business strategy, which the board was pleased to approve in the summer, incorporates four clear policy goals focused on innovation, efficient data use, minimising risks and digital inclusion. Running through them is an absolute commitment to use the best available technology to provide high quality services and support for our tenants and staff. We believe these latest advances will enable us to deliver even more for the betterment of the MHA family.’

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