Community Engagement for Housing Associations
Community Engagement tools to increase tenant engagement, improve customer service and better understand your communities.
The opportunity
Housing Associations (HAs) are faced with increasing demands on their services. Funding constraints and financial pressures, skilled workforce shortages and retention challenges, coupled with an increasingly complex regulatory environment and tenants experiencing their own challenges, mean resources are arguably stretched more than ever before.
Effective community engagement which increases efficiency, deflects demand and builds trust has never been more important.
Orlo’s Community Engagement Platform enables housing associations to capture the voice of their communities, respond in real time, and turn feedback into change that makes a difference. Whether it’s deflecting inbound demand with awareness campaigns, addressing misinformation before it escalates, or ensuring services are accessible to all, Orlo helps Housing Associations to demonstrate they are listening and acting.
By uniting digital engagement, surveys, social listening and insight in one place, Orlo helps Housing Associations build trust, guide evidence-led change, and deliver community focused outcomes.
”
Residents are experts by their own experience. Their voices are essential to identifying challenges and ensuring our services, and ultimately their homes, are the best they can be – so residents can be their best too.”
Sanctuary Supported Living
The Orlo solution
Orlo works with over 44 Housing Associations supporting them with their community engagement in three key areas…
1. Social media management
Orlo helps HAs manage social media, engage communities, build trust, tackle misinformation and improve outcomes through centralised real time communication.
The Orlo platform allows housing associations to manage social media more effectively, engage communities at scale by launching campaigns and measuring their impact, respond quickly to residents and tackle misinformation before it spreads. By centralising digital communication across teams and capturing real-time public sentiment, HAs gain greater insight into the needs and concerns of their communities. This enables them to build trust, improve service outcomes, and demonstrate accountability in every interaction, while also showing they are listening, learning, and acting on what matters most to the people they serve.
2. Voice of the community
Orlo helps HAs gather feedback and Tenant Satisfaction Measures (TSM) data, understand sentiment and spot issues through surveys, consultations, listening and monitoring to inform better decisions.
Orlo’s Voice of Community tools, including surveys, consultations, social listening and media monitoring, help HAs gain a deeper understanding of public sentiment, gather meaningful feedback, and identify emerging concerns before they escalate. These tools provide valuable insight into what matters most to tenants and staff, enabling more inclusive and informed decision-making. By actively involving tenants in the conversation, HAs can build lasting trust, demonstrate transparency and regulatory accountability and ensure that the services they deliver truly reflect the diverse needs and priorities of their tenants.
3. Customer service
Orlo helps HAs respond faster, save money, ease team pressure and improve satisfaction by streamlining digital queries through chatbots, live chat and the unified inbox.
Orlo’s customer service tools, including chatbots, live chat, whatsapp and sms and the centralised inbox, help HAs respond more quickly to resident enquiries, reducing pressure on frontline teams and improving overall satisfaction. By streamlining the handling of digital queries across multiple channels, housing associations can deliver services that are faster, more accessible and easier to manage. These tools also help demonstrate that they are actively listening to their communities, responding to real needs and taking meaningful action to improve the tenant experience.
Orlo products and features
Surveys
Capture direct, indirect and inferred feedback. So you can listen to all of your community.
Benchmarking
Understand what’s happening within your sector and how you compare at a glance.
Social Listening
Listen to and understand the needs of your community with social media listening.
Analytics
Interpret your data and create impactful reports that show the value of your work.
Content Calendar
Plan, create, approve, schedule and manage all of your campaigns in one place.
Content Creation
Use our content creation tools to publish engaging, relevant and timely content.
Reviews
Monitor, respond to, and amplify your reviews to understand what matters most to your community.
Post Boosting
Ensure your most vital updates get in front of the right people, at the right time, for greater reach, clicks and engagement.
Chatbot
Increase team capacity, save your agents’ time and decrease cost-to-serve by reducing 50% of inbound queries.
Live Chat
Be there when your community need you most by responding instantly with Orlo’s live chat feature.
Orlo Insights
Combine the power of Social Listening, Media Monitoring and AI, developed with the Public Sector in mind.
Scheduling Tools
Use the content calendar to plan ahead and schedule social media posts at peak times to boost engagement.
Social Archiving
Archive social media posts with ease, archiving is built in to the Orlo platform as standard.
The community need
17
39
21,000
Supporting
44
housing associations
Building trust with over
51,000,000
citizens
Handling over
125,000,000
digital conversations
Meet some of the housing team
Sam Walker
Digital Community Engagement Consultant
As a Community Engagement Consultant at Orlo, Sam is dedicated to helping social housing providers strengthen connections with tenants, streamline engagement strategies, and deliver better outcomes for the communities they serve. With 15 years of experience in voice of the customer and engagement technology, Sam has worked across social housing, utilities, and the private sector, supporting organisations to build meaningful, trust-based relationships with their customers. Passionate about turning feedback into action, Sam specialises in helping providers amplify all voices; creating lasting, positive impact through digital engagement.
Jennie Robinson CIHM
Senior Customer Success Manager
With over 15 years of experience working in the tech sector, the last eight specialising in Housing, Jennie is passionate about helping Housing organisations achieve their transformation goals through strategic digital engagement and leveraging the power of the Orlo platform. As Senior Customer Success Manager, she takes her role of acting as the voice of her customers within Orlo very seriously, helping to shape software that’s tailored to their specific needs and ensuring that they get the very most out of their investment.
Meet the Orlo team
Meet the rest of the ‘orlonians’ dedicated to improving community engagement in the public sector.
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
See the power of Orlo in action today.
Increase community engagement
Improve customer experience
Build trust
