Case Study

Golding Homes and Alix

Alix is delighted to be partnering with Golding Homes to deliver a solution that supports their new, customer-centric operating model.

Challenge

Desire to enable staff and residents to easily access information about support services in Maidstone, Kent

Support a new service delivery model that enables all staff to meet customer needs for support, including in the field

Test an innovative approach to resident engagement and regulatory alignment

Solution

Digital Directory service on WhatsApp that allows staff and residents to search for local support services in Maidstone, such as debt advice, legal clinics, family services and more.

AI-powered automatic, regular updates of active organisations list and checks contact details

Filters on organisation criteria, including whether they are on the Golding Homes approved list

Communication recommendations based on past experience

Option to offer different languages based on local needs and preferences, e.g. Polish

Solution

Hyper-local newsletter on WhatsApp for the Kings Cross area specifically. This included:

Digital Directory service on WhatsApp that allows staff and residents to search for local support services in Maidstone, such as debt advice, legal clinics, family services and more.

AI-powered automatic, regular updates of active organisations list and checks contact details

Filters on organisation criteria, including whether they are on the Golding Homes approved list

Communication recommendations based on past experience

Option to offer different languages based on local needs and preferences, e.g. Polish

Results

Successful delivery of digital directory that enables search of local support

Service embedded among a diverse range of teams: neighbourhoods, community, tenancy sustainment

Debbie

enham trust

To listen to what people wanted, and you interacted with the group really good. And I think that's really important that a company listens to what somebody wants more than giving it to them."

George

Peabody Resident

It’s about having people who care about the place, want to take care of the estate, and make it nice for their neighbours."

Sahil Khan

Peabody

It could really build goodwill and trust… it’s doable and could solve a lot of engagement communication, and satisfaction issues."

Ashleigh

Digital Directory User

Couldn’t be easier to use! This should be in every GP surgery and hospital too.”

Louise Thorp

Aster Group

Alix helped us re-imagine our future service provision and we’re excited about how easy it is to use. We aren’t really ‘techie people’ and we feel more confident about technology now.”