Choice-Based Lettings and Rentals

Improving Applicant Flexibility and Council Efficiency

Choice-Based Lettings (CBL) allows applicants for social housing to apply for vacancies which are advertised in a particular neighbourhood, for example via the local newspaper or a website, and to which they are matched i.e. a single person is not eligible for a three-bedroom house. This ensures that social housing tenants have more choice and control over where they live, in accordance with Communities and Local Government commitments.

Results so far suggest that social housing customers welcome the choice, control and transparency of Choice-Based Lettings and consider the extra effort required, to research vacancies and bid for suitable vacant properties, worthwhile.

X-on Telephony services can enhance the interface between applicant and Council Housing, making the application more flexible and the validation more efficient.

X-on provides text based and phone based automated services that allow applicants to bid for properties on a self serve basis. In many cases this compliments the Council's existing CBL website service, providing the applicant the flexibility to choose which method most suits them.

Integration with Housing Association and Council tenant data allows validation of applicant enquiries with the results being returned in a manner best suited to their requirements. A variety of options are available.

As X-on's CBL services are hosted, Councils are not required to install any hardware on site, nor additional phone lines, eliminating the costs of installation and subsequent maintenance.

Phone prompts are available in most languages.

Improved Applicant Access

Where applicants don't have an internet connection, SMS and Phone application greatly improves the access for applicants, improving the likelihood their bid is succesfully received and validated.

Where applicants have difficulties if English is not their first language, the variety of language options will greatly assist the process of making a bid.

Save Time and Costs

Using an automated service to process CBL applications significantly reduces the amount of time Council Housing staff spend handling enquiries.

Applicants having difficulties can be particularly time consuming for staff, so the increased flexibility provided by the automated SMS and phone options reduces the likelihood of difficulties occuring in the first place, along with applicants perceiving the service to be automated and consequently less likely to 'get on the phone'.

This translates to significant time and cost savings for Councils.

The Methods

Application by SMS

X-on can supply a dedicated shortcode (in the form 8XXXX), a shared shortcode identified using a designated keyword (such as 'HOME' to 8XXXX), or an 07 number, which is then advertised as the Council's CBL SMS number. The applicants send a text message to this number containing some validation information, such as Membership No. and Date of Birth, along with the advertised codes of the desired properties.

On receipt of the SMS, X-on's systems will validate the customer in real-time, by checking the validation information against the Council database, and then send back a SMS confirmation of the application.

Application by Phone

X-on can supply a UK Freephone, Lo-Call, National Rate, STD code, or use an existing Council phone number. The applicants call this number, supplying their validation information along with the advertised codes of the desired properties. The validated applicants are then read their bidding choices for confirmation by the IVR system.

Efficiency and Choice

The X-on CBL service enhances the ability of Councils to meet with Communities and Local Government requirements by providing additional flexibility for the applicant. The service also reduces the time spent validating the applications, consequently improving Council Housing efficiency. A hosted service makes the service extremely cost effective and promotes continued uptake on the part of UK Councils.