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 Overview
00:23 Guest Speakers Introduction
00:49 Main Topic: Empowering Tenants with Digital Solutions
01:17 Prodo's Experience and Approach
02:13 Challenges and Benefits of Digital Engagement
04:07 Introducing Rewards Programs
04:53 Guest Speaker: Andy Milne on Loyalty and Rewards
06:48 Guest Speaker: Tom on Product Management
07:28 Aligning Rewards Programs with Housing Association Objectives
11:33 Tenant Feedback and Sentiment
27:17 Prodo's Digital Platform and Rewards Interface
37:42 Q&A and Final Thoughts