West Dunbartonshire Council

“Our Housing Operations Team’s mandate is to foster sustainable tenancies and thriving communities. From navigating neighbour disputes to ensuring tenancy terms are met, our goal is to provide a robust, efficient service that nurtures a healthy living environment for our tenants.

One of our most significant challenges in the past has been dealing with utility notifications in our vacant properties. Having to liaise with multiple suppliers to address meter issues and retrieve real-time information (RTI) was a considerable time sink for our staff. Not only was this process cumbersome, but it also impeded the turnover rate of our properties, leading to avoidable rental loss.

That’s when we found Helpthemove.

From our initial meeting with Helpthemove, it was apparent that their services would significantly alleviate the issues we were facing. They offered us a range of solutions, from transfer of supplies to automating move-outs and move-ins via their user-friendly portal. Their dedicated teams were on hand to assist with billing and meter issues, swiftly resolving objections from other suppliers on transfers.

Prior to Helpthemove, getting through to suppliers could take us up to 3 hours per call, effectively monopolising a full-time post in our team. But with their automated reports of move-ins and move-outs, we’ve seen a drastic reduction in staff time spent on these tasks.

The impact of Helpthemove’s intervention has been transformational. Our transfer of supplies is now expedited, and the process of dealing with objections has become more streamlined. This has directly improved our team’s productivity, reduced vacancy periods, and minimised rental loss.

Moreover, having a dedicated point of contact to handle any queries ensures our issues are resolved quickly and efficiently. The training sessions they’ve provided have empowered our team to understand and manage the process more effectively.

We wholeheartedly recommend Helpthemove to any social housing provider grappling with utility notification challenges in void properties. Their professional, streamlined service is a game-changer in this field, offering invaluable time-saving benefits and ultimately contributing to the success and sustainability of our tenancies.”

West Dunbartonshire Council