Housing Hive: Empowering Tenants: Leveraging Reward Programs to Combat the Cost of Living Crisis

In today’s session we explored how reward programs could drive tenant engagement and help Housing Associations tackle the ongoing cost of living crisis. Today's session was designed for housing professionals across the UK, focusing on how integrating reward programs into self-service portals could create positive incentives for tenants to engage online.We discussed how offering tenants personalised rewards, such as grocery vouchers and discounts, encouraged more frequent portal usage, turning interactions like reporting repairs or paying rent into opportunities to access meaningful benefits.Key highlights included:Cost of Living Crisis Solutions: Innovative ways to support tenants during challenging times through tailored reward programs.Boosting Engagement: Insights on how integrating rewards into portals increased tenant self-service and engagement rates.Out-of-Sector Case Studies: Examples of successful reward programs in other sectors and their potential applications for housing.Strengthening Tenant Relationships: Exploration of how these initiatives fostered stronger connections between Housing Associations and their communities.This was a valuable opportunity to hear from experts and learn how reward programs improved customer satisfaction, reduced contact center volume, and supported digital transformation.Timestamps:00:00 Introduction and Session Overview00:23 Guest Speakers Introduction00:49 Main Topic: Empowering Tenants with Digital Solutions01:17 Prodo's Experience and Approach02:13 Challenges and Benefits of Digital Engagement04:07 Introducing Rewards Programs04:53 Guest Speaker: Andy Milne on Loyalty and Rewards06:48 Guest Speaker: Tom on Product Management07:28 Aligning Rewards Programs with Housing Association Objectives11:33 Tenant Feedback and Sentiment27:17 Prodo's Digital Platform and Rewards Interface37:42 Q&A and Final Thoughts