Action on first contact. Every time.
key2housing helps your team address resident problems from the first point of contact through to closure, keeping the resident informed at every step. Every conversation is handled consistently to the same standard, and evidenced.
- Live from 1 day
- Works with your HMS or CRM
- UK-hosted on Azure
- Microsoft ISV
One platform
Keeping everyone in the loop.
What was said, what we heard, what we did
One platform across every channel, routed by your own business rules and informed by the data you already hold. Every resident contact is accounted for, and what you did about it is evidenced.
What it does not replace: your CRM or housing management system. That stays where it is. key2housing connects to it and writes back to it.
Personalised outbound
Send service notifications, news bulletins and updates to dynamic audiences — a block, a postcode, or all residents — on the channels your residents choose.
Inbound handled 24/7
Triaged or resolved before it reaches the team workbench. Whether signposting, surveying or enabling self-service, we gather the relevant data.
No more shadow channels
Governed channels that keep the history on the resident timeline — not on a personal mobile — keeping resident data secure and ensuring continuity.
Drive better interaction
Digital channels reach residents a letter never will. Dedicated modules for arrears support, TSM and resident wellbeing mean every outbound message targets an outcome.
Human in the loop
Automated actions — triaged repair bookings, complaints — enter a human-managed workflow. Agents in real-time conversations are supported with intelligent prompts.
Compliance by design
Damp, mould and other hazards are recognised from what the resident actually said — detailed evidence is captured, and the timescales run from then.
Directors & Officers
Walk into an inspection with the evidence in hand.
Measure outcomes against resident contact, and give your board evidence that compliance hazards are being managed from the first point of contact.
One message, 21:40 on a Friday
Rarely just a repair.
What the resident said
“…it’s in the , there’s and . It’s been like that . and she really feels the cold. , but no one has come out.”
Also captured to the property record: room, item and how long.
What key2housing heard
You can only manage what you know.
key2housing goes beyond automated repair booking. It recognises damp and mould as a hazard with statutory timescales, and raises a case in accordance with your SOPs. It then ensures the other three signals are actioned too. The result is an auditable set of decisions from the first point of contact through to case work, each one gated by a member of your team, in full view of the evidence collected.
The landlord was aware by 21:40 at the latest — the June call may put it earlier — and not when someone raised a case on Monday.
A person still decides, and nothing reaches the tenancy record without confirmation. What an officer opens on Monday is already triaged.
How it works
What your officer opens on Monday.
From conversation to a case.
What was said, what we heard, what needs to be done.
Live now2
T-004907now
can I change my inspection to Thursday?
Auto-attending
T-0049032m
engineer never turned up and I took the day off
With an agent
Weekend & out of hours14
T-004821OpenFri 21:40
black mould all up the wall…
T-004516Sat 08:05
no hot water since last night
T-003990Sat 19:22
my rent statement looks wrong
Every conversation triaged on contact, live or overnight.
T-004821 · WhatsApp · opened Fri 21:40
ResidentFri 21:40
“…it’s in the back bedroom, there’s black mould all up the wall and round the window…”
key2housingFri 21:40On contact
Thanks — that’s logged against your tenancy and someone will be in touch. You can reply here at any time.
key2housingMon 08:32
An inspection is booked for Wednesday between 9 and 11. Reply here if that does not suit and we’ll move it.
Answered on contact, not on Monday. The thread stays open on the resident’s own channel, through to closure.
Conversation · one record, written from the conversation · 1 of 14 from the weekend, all triaged on contact
None of this waited for Monday. The resident was answered, the signals were raised and the clock started at 21:40 on Friday — Monday is only when someone read it.
No cost, no commitment
Start with a pre-flight check.
It begins with the Phase 2 readiness scorecard: nine questions, a read-out and an action plan. Then, before anything goes live, we work through your policies and Standard Operating Procedures (SOPs) to ensure signals map to the appropriate process.
Policies
The source of all automated responses to inbound contact.
SOPs
The action each signal should trigger, who owns it, and can it be automated.
Combined, Policies and SOPs define the type of response we should offer to any inbound contact — self-serve, signpost, or collect data — and drive consistency in outbound campaigns.
Phase 2 readiness scorecard
Nine questions. Two minutes.
Where you stand today, where key2housing could take you, your risk of missing a statutory timescale, and what good looks like for each gap. Our assessment, not a compliance check.
Questions
What people ask before they book
Where this came from
Ten years of housing conversations.
Fuzzlab has been building resident conversation systems for UK social housing since 2016. First as rule-based assistants, then as verticalised AI agents, and now as a governed channel of record.
Start listening at scale today.
Start with one channel, evidenced. Fixed scope, fixed fee, fixed date.
What was said. What we heard. What we did.