Our award-winning gas compliance project

We are delighted to share that the Group has been recognised for its successful gas safety compliance project, developed with partners Voicescape UK. 

The project, which was centred around using automated communication software, won the prestigious award for Most Innovative Property Service at the NHMF Awards 2025 and was also a finalist in the Housing Digital Most Innovation Partnership Category.

Graham, the Group's Compliance Manager, said: "Gas servicing is a critical aspect of our work in providing high-quality housing and ensuring the safety and wellbeing of our tenants. However, one of the most consistent challenges we face is the number of no-access appointments. These missed appointments not only lead to increased operational costs for the Group but also pose potential safety risks for tenants.

"The software by Voicescape UK has helped us to tackle this issue by using automated communication software, which confirms the appointment booking with tenants or directs them to reschedule their appointment if they are no longer able to make it. This process helps us to provide a level of flexibility for tenants while keeping them well informed and therefore more likely to be available to keep to their appointment.

"Since working with Voicescape and using this software, we have been able to engage more proactively with our tenants, which has led to a reduction in the rate of our no-access appointments by 24% within the first four months of using it. It has also meant a cost saving for the Group, as we would normally lose over £100k per year due to no access to gas servicing alone. It has also improved our operational efficiency and increased satisfaction from our tenants, who are now experiencing a more responsive service."

Thanks goes to everyone involved with this project, which highlights our continued commitment to safety and innovation.