Streamlined Solutions: Enhancing PA Housing’s Rent Notice Communication Strategy

Services Provided

• Strategy
• Creative design
• Data management
• Print
• Fulfilment and mailing​

Objective

PA Housing faced an annual challenge of notifying their 23,000 tenants about changes in rent and service charges by the end of February. They had been using a hybrid mail system, which had limitations in terms of design and customer experience. The communication lacked personalisation and had a fixed cost per unit, resulting in no volume-based discounts. PA Housing required a solution that would enhance design, data management, and customer experience while meeting the February deadline.

How Did Resource Help?

We successfully re-designed, produced and mailed over 23,000 letters to PA Housing customers. The whole project was managed through one point of contact in-house which helped to significantly reduce the number of hours on this communication.

The results were impressive: reduced contact centre calls by 10%, an improved customer experience with clear calls to action, cost savings of over 20%, increased sign-ups for financial support, and successful adherence to the tight end-of-February deadline. As a Carbon Balanced Printer, Resource was able to design, print and mail the rent notice letters for PA Housing, which meant the World Land Trust were able to protect 92m2 square meters of critically threatened tropical forest and offset 482kg of carbon dioxide.

What Did Success Look Like?

The campaign launched on time and digital billboards are now live across Scunthorpe. Ongo instructed us to move on to a second stage of the campaign to include further social media and collateral.

“The team have always delivered even when our data has been poor at times. They’re able to deliver a complex tailored formal letter notification keeping to the rules and complexity with a full understanding.  The team are open, honest and helpful throughout the projects, giving me confidence and peace of mind. Thanks for all the hard work, head scratching and completing a successful project.” 

Martin Watson, Home Budget Manager 

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