Illustration of a resident relaxing at home on their phone, surrounded by scenes of a contractor completing a repair, an older resident getting support, a housing officer working at a laptop, and a portfolio of houses with compliance and notification icons

askporter Housing — For social housing & housing associations

Every resident answered. Every repair tracked. Every case evidenced.

Your contact centre is overwhelmed and your repairs queue is growing. askporter Housing handles the resident journey end to end, across WhatsApp, SMS and email.

Book a demo

See askporter Housing

Awaab's Law

Statutory deadlines. Built-in audit trail.

24 hours

Emergency response deadline.

10 working days

Damp and mould investigation deadline.

5 working days

Safety works must begin.

Phase 2 — 2026

Hazard list expands to excess cold and heat, falls, structural, fire and electrical, hygiene and food safety.

Walk through the complete repair journey →

Phase 1 is live. Phase 2 expands the statutory hazard list in 2026. The compliance requirement on every case is the same: the right response, inside the deadline, with a full audit trail. askporter captures the audit trail automatically — every resident message, every diagnosis, every contractor update, every access attempt — from the channel the resident already uses. Evidence is built as the case progresses, not rebuilt after. Non-compliance carries unlimited fines.

Sources: GOV.UK, Awaab's Law Guidance for Social Landlords (2025); Social Housing Regulation Act 2023; Mobysoft, Awaab's Law Phase 2 analysis (2026).

See how askporter runs Mould & Damp cases under Awaab's Law →

Where the pressure sits

Repairs are backing up. The contact centre is buried. The regulator is watching.

UK social housing software and services spent £10bn on repairs and maintenance in the year to March 2025 — a 13% increase — and the forecast annual average is £10.9bn over the next five years. At the same time, only 36% of tenants are satisfied with how their landlord handles complaints (TSM 2024/25). Contact centres absorb the pressure. Every unreported issue becomes a complaint. Every no-access visit becomes another appointment. Every missed deadline becomes a disclosable breach. The housing teams best placed to prevent this are the ones spending the most time on inbound triage and manual chasing — and that is where the repairs' queue starts to grow.

It is essential that providers ensure these works are completed efficiently and effectively", record investment in repairs and maintenance reached £10bn in 2024/25, and the regulator was clear that spend alone isn't the win; delivery has to keep pace with it.

— Will Perry, Director of Strategy, Regulator of Social Housing, 2025 Global Accounts

Regulator of Social Housing Global Accounts 2025; Regulator of Social Housing, TSM 2024/25 Headline Report; Homes England Strategic Plan 2025–2030.

What improves first

Four outcomes your team will feel inside a quarter.

Building occupants and facilities staff communicating through the askporter outbound messaging assistant, showing an automated gas safety check reminder sent to Sarah with contractor details and appointment confirmation.

Reduce inbound call volume

Residents get answers on the channel they already use — WhatsApp, SMS, email. Policy questions, tenancy queries and maintenance triage are handled without a call.

24/7 · any channel

Reduce time from report to resolution

Task raised, approved, scheduled, closed. The chain runs automatically from the first resident message, even when the report arrives out of hours.

End-to-end, no manual chasing

Reduce no-access visits

askporter confirms access the day before the visit and on the morning itself. When the resident can't make it, the appointment reschedules in-channel.

Access confirmed first

Increase first-time fix rate

Asset-specific questions at point of report capture the right information for the operative — model, fault, history, images — so they arrive with the right part.

97% auto-diagnostic accuracy (L&G)

The people on the other end of every case

Built for every role in the resident journey.

Residents and tenants

Any channel, any language, any time. One message to askporter gets an answer, a triage or a booked visit — without joining a queue.

Illustration of a tenant relaxing at home after reporting a repair issue, with an appointment confirmed and a contractor briefed and on the way

Housing officers & customer services teams

askporter handles the inbound triage, routing and acknowledgement, but also the coronation of the appointment, updates etc. Your officers work the cases that actually need a person.

Illustration of a resident receiving a gas safety campaign message on their phone while a housing officer sends the campaign and selects residents to notify

Contractors & in-house operatives

Task details, appointment confirmations, access coordination and status updates from one system. Fewer failed visits, more first-time fixes.

An operative marks a job complete on the askporter mobile app while a customer receives an automated feedback request on their phone, with the completed task record shown below.

Compliance & regulation leads

Every resident interaction is timestamped and stored in one audit trail. Awaab's Law and TSM evidence is ready on demand, not rebuilt in a scramble before a review.

Illustration of a compliance director reviewing a gas safety access campaign dashboard, with certificate completion charts and a resident outreach list

Customer receiving automated confirmation message on their phone after reporting an issue

Illustration of a customer service agent at a desk using an AI assistant to manage maintenance and cleaning tasks

A person reporting a facilities issue via the askporter chat assistant on their smartphone, illustrating how task raisers can log and track maintenance requests instantly from any location.

A facilities manager using askporter to send a proactive maintenance notification, composing a message about a planned lift inspection and selecting which service users and contractors to notify — all from within the task record.

Three capabilities, one platform — applied to BTR.

Capability 1 of 3

Resident Engagement

Improved Communications

The voice of your housing service, on every channel. Residents reach out by WhatsApp, SMS, email, or web and get instant, accurate answers in their own language 24/7 — a tenancy question, an appliance manual, a damp patch reported with a photo. askporter handles the conversation: tenancy and property guidance, asset-specific self-help, and mould and damp triage with image recognition and vulnerability-aware prioritisation. When human judgement is needed, your team picks up with full context — all from one product, on the channel residents already use.

See Resident Engagement

Capability 2 of 3

Smart Repairs Operational

Efficiency From report to resolution, with minimal intervention.

Smart Repairs covers the full repairs lifecycle — capturing the right information at the first report, then automating approval, scheduling, and access coordination. Asset-aware questioning and image recognition capture complete, system-ready tasks first time, with vulnerability-aware prioritisation. Each task then drives through to a confirmed appointment with the right contractor, with reminders that cut failed visits and residents updated at every stage. Tasks sync into the HMS you already run, via API or webhook — no parallel system, no double data entry, no manual chasing between teams.

See Smart Repairs

Capability 3 of 3

Proactive Care

Resident Wellbeing

askporter starts the conversation, not the resident. Proactive Care reaches out at the right moment — TSM survey campaigns, welfare and wellbeing check-ins for silent households, and compliance outreach for mould, damp, fire safety, and other regulatory programmes, delivered by WhatsApp, SMS, or email with no app required. Each campaign is configured around your data and your obligations, with natural-language responses captured automatically and a full audit trail for every interaction. The result: better TSM scores, earlier identification of vulnerable residents, and compliance evidence built up continuously rather than scrambled together at deadline.

See Proactive Care

What this looks like on a Sunday night.

Reduce inbound requests

The 11pm boiler, the 8am booking.

A resident's boiler fails at 11pm. They message askporter on WhatsApp rather than a call centre that's closed. The triage guides a safe reset on their specific boiler model. Where that doesn't fix it, a task is raised with the right information — model, fault, safety notes — and an appointment offer goes out before the morning shift starts.

Evidence every case

Damp patch on Sunday night, evidence ready by Monday.

A tenant in a mid-terrace sends a photo of a damp patch at 9pm. askporter know about asset, history and checks for updates on vulnerability, classifies the report, routes the task into the HMS, and timestamps the conversation into the audit trail. Monday morning, the compliance team already has the evidence and the statutory clock is running against a live case file.

‍See the full Mould & Damp case flow →

Reach the household that didn't call

The flagged household ahead of a cold snap.

A Proactive Care welfare campaign goes out to flagged households before a cold weather alert. Responses arrive on WhatsApp in the residents' own languages. One flags no heating. A priority task is raised, the contractor is briefed, the appointment is confirmed — fixed before the cold snap starts.

Four reasons HA & Social Housing directors don't rip and replace

Why housing associations and social landlords choose askporter over a custom build or a rip-and-replace.

The social housing sector has been asked to fix service with software before — and watched the last cycle of rip-and-replace burn multi-year programmes without shifting TSMs. These are the four propositions HA and social housing directors and IT leads tell us are different about askporter, in the language a board paper is written in.

Illustration showing a housing management system connected to askporter

Your HMS stays. askporter runs in front of it.

Civica Cx, NEC, MRI, Capita, Aareon — whichever HMS you're on, askporter reads and writes into it via API or webhook. Your system of record stays where it is; the residents and the audit trail live in front of it. No migration project, no frozen-roadmap year, no fresh RFP. Live in weeks, not quarters. The board paper writes itself.

Illustration representing a regulatory compliance framework

Built for the regulator's framework, not retrofitted.

Awaab's Law clocks, Consumer Standards evidence, TSM survey response capture — these are first-class objects in askporter, not fields added after the Act passed. The Regulator's framework is how the audit trail is structured, so "preparing for the IDA" becomes an export, not a programme.

Illustration representing scaling operations without adding headcount

Scale without adding contact-centre headcount.

HAs and social landlords above 15,000 units consistently describe contact-centre demand as the single operational line that has grown fastest since 2021. askporter takes the routine volume — tenancy questions, rent queries, repair status, appliance guidance — in any language, 24/7, with no app to push. The contact centre handles the cases that actually need human judgement. Headcount stops tracking unit count.

Illustration representing resident feedback in their own words

Lived-experience TSM uplift, not survey fatigue.

The TSMs ask residents whether they feel kept informed, listened to, and treated fairly. The uplift happens in the conversations those residents actually have with you — answered in minutes, on their channel, in their language, with the person who takes over knowing what was said before. The survey score moves because the year moved, not because the survey ran.

Housing

From a live askporter Housing customer

L&G Affordable Homes: 97% diagnostic accuracy on every resident report.

Legal & General Affordable Homes operates one of the UK's growing affordable housing portfolios. Working with askporter, the business automated the resident inbound journey from first message through diagnosis and HMS sync. AI triage now handles every inbound enquiry across WhatsApp, SMS, email and web, with housing officers stepping in only for cases that need them. Diagnostics are accurate to 97% at point of report. Resident satisfaction runs at 4.7 CSAT across the portfolio. And more than 486,000 assets are under active management on askporter.

Illustration symbolising business growth and platform scale, alongside askporter's key performance statistics

97%

Auto-diagnostic accuracy at point of report

4.7

Resident CSAT across the portfolio

500,000+

Assets under active management

Karen Heaney
Director of Investment & Compliance, Legal and General Affordable Homes

Read the full case study

"We want a diagnosis approach that is easy and intuitive for the customer, and results in a first-time fix. And that's what we did with askporter."

Ready to clear the backlog and the contact centre?

Book a demo and see askporter Housing on your channels, against your HMS, inside your Awaab's Law workflow. We will walk through the resident experience, the audit trail and the first-time fix story on a live deployment — and show you where the first quarter of gains comes from.

Book a demo

Explore askporter Housing

A Facilities Management Leader's Guide to Scaling with AI

askporter Housing — For social housing & housing associations

Every resident answered. Every repair tracked. Every case evidenced.

Awaab's Law

Statutory deadlines. Built-in audit trail.

24 hours

10 working days

5 working days

Phase 2 — 2026

Where the pressure sits

Repairs are backing up. The contact centre is buried. The regulator is watching.

What improves first

Four outcomes your team will feel inside a quarter.

Reduce inbound call volume

Reduce time from report to resolution

Reduce no-access visits

Increase first-time fix rate

The people on the other end of every case

Built for every role in the resident journey.

Residents and tenants

Housing officers & customer services teams

Contractors & in-house operatives

Compliance & regulation leads

Residents

Contact Centre & Customer Service Teams

Housing Officers & Repairs Coordinators

Director of Customer Services

Three capabilities, one platform — applied to BTR.

Capability 1 of 3

Resident Engagement

Capability 2 of 3

Smart Repairs Operational

Capability 3 of 3

Proactive Care

What this looks like on a Sunday night.

Reduce inbound requests

The 11pm boiler, the 8am booking.

Evidence every case

Damp patch on Sunday night, evidence ready by Monday.

Reach the household that didn't call

The flagged household ahead of a cold snap.

Four reasons HA & Social Housing directors don't rip and replace

Why housing associations and social landlords choose askporter over a custom build or a rip-and-replace.

Your HMS stays. askporter runs in front of it.

Built for the regulator's framework, not retrofitted.

Scale without adding contact-centre headcount.

Lived-experience TSM uplift, not survey fatigue.

Housing

From a live askporter Housing customer

L&G Affordable Homes: 97% diagnostic accuracy on every resident report.

Ready to clear the backlog and the contact centre?

Resident Engagement

Smart Repairs

Proactive Care

Tech Innovation Awards 2026

Property Week Resi 2025

Housing Innovation 2025

Cyber Essentials Plus accredited

UK & EU hosted

GDPR compliant

EU AI Act compliant

Tech Innovation Awards 2026

Property Week Resi 2025

Housing Innovation 2025

Cyber Essentials Plus accredited

UK & EU hosted

GDPR compliant

EU AI Act compliant

Smart communications,‍happy operations.

Smart communications,
‍happy operations.