blog
The future of housing starts with the resident
On 26 November, four days before Phase 2 of Awaab’s Law comes into force, Plentific brings housing leaders together at the House of Commons for The Future of Housing: Shaped by AI, Built Around Residents. Paul Walker, Executive Director of Repairs and Maintenance Home Group and Ryan Collymore, Director of Repairs and Maintenance Southwark Council join our CEO Cem Savas on stage to talk about the resident experience, and how connected operations and intelligent technology can deliver safer homes.
:format(avif))
Confidence is won or lost in small moments
Most residents only think about their landlord when something in their home goes wrong.They want to know the problem has been understood, get an appointment that works around their day, and see it sorted on the first visit, with updates that reflect what’s actually happening. When that goes well, a home feels safe and looked after. When it doesn’t, the same leak comes back, the resident ends up explaining it for the third time, and their trust in the landlord starts to wear thin.
That rarely happens because people don’t care. Housing teams, operatives and contractors work hard every day, but each of them often sees only part of the picture.
The operation engine residents never see
Residents deal with one contact point. Behind that operator sit repairs, surveys, compliance, contact centres, in-house teams and contractors, often in different systems. Each handover is a chance for something to get lost, whether that’s the history of a job, the right part for the repair or an early sign of risk.
The pressure on that service delivery is growing. Residents expect the kind of service they get elsewhere, and budgets are tight. From 30 November, Phase 2 of Awaab’s Law also brings seven more hazard categories under statutory timescales, and the clock starts as soon as anyone in the organisation becomes aware of a potential hazard. No single team can meet that on its own. It depends on how well the whole operation works together.
One connected picture
“We are bridging the gap from where social landlords often find themselves today, disconnected systems leading to bad decisions, bringing everything into a single data layer like Plentific and using intelligent technology to make sense of the data to deliver better outcomes for residents at reduced costs and increased speeds,” says Cem Savas, CEO of Plentific.
That means residents, operatives, surveyors, contractors and finance working from the same record. Each report, visit, photo and invoice is added to it, so the home’s record stays up to date after every job.
Intelligent operations, accountable people
Once the data sits in one place, intelligent technology can start doing useful work with it: helping teams manage repairs better and picking up what keeps homes safe. Plentific Intelligence brings forward what a busy day can hide, such as a repeat repair, an emerging risk or a case that needs attention today, and shows the records behind each answer.
AI agents then handle much of the routine coordination, from preparing work and finding the right trade to booking visits around the resident, keeping them updated and checking evidence. Decisions on safety, spend and anything that needs professional judgement stay with people. Teams spend less time chasing information and more time with residents.
Plentific Platform sits at the core. Where providers need more capacity, Plentific Managed Operations brings in our team on agreed workflows, and Plentific Delivery takes on defined works. Throughout, residents’ data stays protected and people remain accountable for the decisions that matter.
Partners leading the way
Home Group, one of the UK’s largest providers of housing, health and care, has signed a long-term contract with Plentific covering its entire property operations. Plentific will orchestrate its supply chain, including its in-house direct labour organisation and several tier-one contractors and SME contractors, working alongside Home Group’s Salesforce CRM.
“Our work with Plentific will deliver a step change in our customers’ experience of repairs,” says Paul Walker, Executive Director of Repairs and Maintenance at Home Group. “With Plentific as our property operations platform, we’re transforming how we orchestrate and manage the entire supply chain to deliver faster repairs with better transparency, full control of our data and improved compliance, all things we owe our customers. Consistency and full focus on the entire supply chain means we can truly fulfil our customer promise: a safe place to live and reliable repairs, every time.”
Southwark Council, one of the largest local authorities in London, is part of a group of councils, alongside Basildon, Lambeth and Lewisham, using Plentific to transform how their repairs and property services work.
The conversation at Westminster
On 26 November at the Thames Pavilion, House of Commons, Cem Savas will be joined by Paul Walker, Executive Director of Repairs and Maintenance at Home Group, and Ryan Collymore, Director of Repairs and Maintenance at Southwark Council, for a conversation about the work ahead and a shared ambition. The conversation starts with residents and what should feel different in their repair journey. From there it moves behind the scenes, to how a connected operation and AI can take routine work off teams, what it takes to build trust in that, and how to keep the service personal for everyone. It closes on what success should look like a year from now.
“This is the future we want to build for the UK housing sector,” says Cem Savas, “shaped around the resident experience with the support of agentic AI which acts, automating processes and working hand-in-hand with the people responsible for delivering services every day.”
Ready to connect your property operations? Talk to us
Preparing for Awaab’s Law Phase 2? Our Roadmap to Readiness is a guide for providers reviewing their organisational readiness ahead of 30 November. Download the Roadmap to Readiness
