PRESS RELEASE: Midland Heart has won the ‘Most Innovative Housing IT System’ category at this year’s Housing Innovation awards for its proactive solution to address the impact of Universal Credit by introducing a new phone dialler system. Working in partnership with Rostrvm for Housing, developed an outbound dialling system which increases contact with customers by phone and text message.

One of the first housing associations to seek a solution of this kind, the innovative approach impressed the judges with how it supported customers in new ways to help sustain tenancies and prevent issues such as unmanageable rent arrears.

Gary Hardy, director of housing operations at Midland Heart, said: “We are thrilled to have won the award for Most Innovative Housing IT System. The dialler system has changed our day-to-day operations and approach to customer contact with a 300% rise in contact since project launch.”

Midland Heart developed the system following the outcome of research into Universal Credit by the National Housing Federation (NHF) which revealed, Housing Association income teams would need to increase customer contact by 300-400% to prevent high levels of rent arrears.

Peter Brown, sales and marketing director at Rostrvm, said: “As relative newcomers to the housing sector it’s really great to see our ideas adapted and put to good use. This award shows the result of a successful working partnership with Midland Heart”.

Now in its sixth year, the Housing Innovation Awards celebrates pioneering spirit, highlighting examples of inventive and original schemes and services.