The Client

Livin are an award winning housing provider in the North East.  They have 8,458 homes across County Durham, and they are passionate about driving better outcomes for their tenants. Last year (2020) they generated over £10.6 million of added social value, transforming areas, communities, and lives.

The Challenge

To continue their digital transformation, Livin realised that they needed a better way to engage with their tenants. Tenants needed better access to services, regardless of their digital literacy. The business needed to find a nurturing and supportive way of driving a channel shift away from expensive inbound calls and towards more efficient digital interactions.

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