Bridging the Gap Between Residents and Local Services

Golding Homes, a leading housing association based in Maidstone, Kent, wanted to make it easier for both residents and staff to access essential local support. From debt advice and legal clinics to family services and mental health resources, residents often need to navigate a maze of information spread across different platforms.

The organisation recognised an opportunity to modernise how this information is shared — and to create a more inclusive, accessible way for staff and residents alike to find the help they need.

The Challenge

Golding Homes set out to:

• Enable staff and residents to easily access up-to-date information about local support services.

• Support a new service delivery model that empowers all staff — including those in the field — to meet customer needs quickly and efficiently.

• Test an innovative, digitally inclusive approach to resident engagement and regulatory alignment.

The aim was clear: to make support simple to find, accessible to everyone, and seamlessly integrated into daily operations.

Partnering with Project Alix

To bring this vision to life, Golding Homes partnered with Project Alix, an innovation and technology consultancy specialising in digital solutions for the housing sector. Together, they co-designed a Digital Directory service built directly into WhatsApp — an app already familiar and trusted by most residents.

Project Alix worked closely with Golding Homes’ teams to understand their workflows, resident needs, and local service landscape. The collaboration focused on creating a tool that was not only easy to use but also intelligent, adaptable, and sustainable.

The Solution: A Smart Digital Directory

The result was a WhatsApp-based Digital Directory that allows staff and residents to instantly search for verified local support services across Maidstone.

Key features include:

• Smart Search: Residents and staff can quickly find nearby services such as debt advice, family support, and legal aid.

• AI-Powered Updates: The system automatically checks and updates listings to ensure contact details and service availability are always accurate.

• Custom Filters: Users can filter results by service type, eligibility, or whether the organisation is on Golding Homes’ approved partner list.

• Communication Recommendations: AI-driven insights suggest effective communication approaches based on previous interactions.

• Multilingual Options: The service can offer different language options — for example, Polish — based on community needs and preferences.

This approach leverages familiar technology to reduce barriers, build trust, and ensure both residents and staff can access accurate support information instantly, wherever they are.

The Results

The collaboration between Golding Homes and Project Alix led to:

• Successful delivery of the digital directory, enabling residents and staff to easily search and access local support.

• Adoption across multiple teams, including neighbourhoods, community engagement, and tenancy sustainment.

• Integration into everyday service delivery, making digital inclusion a practical reality rather than an abstract goal.

The project also set the stage for further innovation, showing how housing providers can use simple, resident-friendly tools like WhatsApp to improve access, trust, and service outcomes.

Looking Ahead

By working with Project Alix, Golding Homes has demonstrated how digital transformation can be both human-centred and highly practical. The Digital Directory is more than just a new tool — it’s a step towards a more connected, responsive, and inclusive housing service for the Maidstone community.