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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Alertacall Ideas Lab: Successful strategies for improving digital engagement and resident communication during Covid-19

16 July 2020, Ideas lab

Information about our host

Founded in 2004, Alertacall is the first organisation in the world to specialise in the development of technology to improve daily contact designed to keep people independent and drive meaningful outcomes. Alertacall pioneers the principle that by increasing contact with people, in a way the customer controls, you can better understand their changing needs, make better decisions and improve their lives.

For further information please visit their website.

About this idea’s lab and the benefits of attending

The session takes a closer look at how Housing Proactive, a housing management system which increases contact with older residents and individuals with higher needs, was able to increase digital access, reduce social isolation and improve customer care, despite housing staff being required to work remotely.

Over three quarters of housing providers (77%) are looking to increase the number of services that can be managed digitally (CIH June 2019). For some, it is to give residents more choice in the way they access services and improve customer service. Equally, increasing digital access for residents also helps to make better use of existing resources and cut costs.

Improving digital engagement, while offering many benefits, also presents significant challenges. The session identifies eight challenges of digital engagement for housing providers and offers strategies for overcoming these.

It also focuses on digital engagement and resident communication during the recent Coronavirus outbreak.

What you will learn

  • Identify the eight challenges of digital engagement for your organisation and how to overcome them
  • How digital services can create other barriers, such as increasing social isolation and loneliness (why technology should not be a replacement for human contact)
  • Case study - Delivering an effective housing service during lockdown - helping older residents engage digitally with their housing service

About our speakers

Suzy Horth

Project Manager – Older Person Strategy, Saffron Housing Trust

Suzy has worked within the Programme and Project management arena since 2008, coming from a mainly blue light services background, and was instrumental in setting up and managing the Business Transformation programme and the collaboration between Norfolk and Suffolk constabularies and more recently linking into the 7 Force consortium programme (Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Kent, Norfolk and Suffolk).

Suzy is new to the housing sector, joining Saffron in July 2019 to undertake the project management of the Older Person Strategy, to ensure the aims of the strategy were met and that the new improved service and structure was implemented with the new technology and Alertacall service being successfully installed and embraced by the tenants and staff.

Tracey Harris CIHCM

Head of Wellbeing & Partnerships, Saffron Housing Trust

Tracey has worked for Saffron Housing since 2014 and previously for a number of housing providers across East Anglia. Tracey’s current role includes Housing with Care, Specialist Housing and

Sheltered Housing, working in partnership with many care and support providers.

Tracey has spent the last two years compiling and implementing an ‘Older Person Strategy’ which has transformed the way services are being delivered to older tenants, including the installation of wireless call systems and the implementation of the Alertacall Housing Management System in collaboration with tenants and stakeholders.

Martin Cutbill

Director, Alertacall

Martin is a director of Alertacall, experts in digitally enhanced daily contact that confirms health and safety, detects changing needs and improves customer care. Alertacall's Housing Proactive service is in place at over 50 housing providers and local authorities across the UK. Through a combination of specially developed technology and a highly trained team, the Housing Proactive system increases contact with older residents and individuals with higher needs for more effective housing management.

Martin has held several board director and non executive director roles across a range of industries. This includes Hitachi Capital, Furness Building Society, as well as a number of joint venture boards with organisations such as Centrica and Zurich Financial Services. He joined the board of Alertacall in 2013 and has worked closely with a large number of organisations to develop their independent living strategy for those with higher needs.

How to book

This ideas lab is free to attend, so simply register your place using our dedicated booking form. Please note bookings will close at 12pm on Thursday 16 July.

When you register you will be sent a booking acknowledgement. This will be followed up with instructions on how to join the ideas lab.

Please do not share the links with your colleagues.

If you have any questions, please contact or call 024 7685 1722

Please note: delegates will be able to ask questions and raise ideas during the session. Please ensure that you are in a quiet, noise-free environment; we recommend using a microphone and speaker headset.

Attendance list

Networking with fellow housing professionals is one of the key benefits of CIH events. Your name, job title and organisation will be included on our attendance list, which will be sent to all attendees.

If you do not wish for your details to be included on this list, please email before 8 July with the name of the event, and your request to be excluded from the list.

Run your own Ideas Lab

A new virtual experience

Our exciting new online platform gives you lots of opportunities to participate; to listen, question, share, learn and real-time network with speakers and fellow professionals.

You’ll also have the opportunity to network and collaborate in our networking lounge to share best practice with other attendees. You can ‘raise your hand’ during sessions and be invited up to stage to ask your question. You can also post your questions to the speakers and vote for other questions posted to be answered first.

In the current climate, hosting an ideas lab provides a highly effective platform for you to raise awareness of your offering and deliver information on best practice together with any partners/ customers in an engaging and interactive way.

It is a great way to get in front of your target audience and make contacts with potential customers and partners.

The CIH events team will support you to resource and run the event, so let us take the stress out of delivering your ideas lab, working with you to achieve your specific objectives.

For further information please email or download our media pack.



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