Karbon Homes has seen impressive results using an external platform that sends automated SMS and pre-recorded voice messages to customers, complementing its existing communications.
Initially introduced for income management, it’s helped reduce arrears and improve customer experience by giving customers flexibility to respond at a convenient time.
Since it was introduced in 2023, it’s supported the collection of an extra £790k in rent arrears, with the proportion of customers in arrears falling from 47% to 37%. Campaigns like winter wellness and Universal Credit updates have also supported customers through the festive season, with targeted outreach to those who have previously struggled to maintain payment agreements over Christmas. The aim was to provide advice and assistance that helps prevent missed or short payments.
Building on this success, Karbon expanded the platform’s use to compliance reminder, boosting gas safety access rates and reducing missed appointments. In 2024/25, daily access rates for gas servicing improved from around 70% to 80%, enabling Karbon to maintain single-figure overdue gas services for over 12 months. Customer satisfaction has remained consistently high, with scores above 90% since implementation.
Karbon Homes has seen impressive results using an external platform that sends automated SMS and pre-recorded voice messages to customers, complementing its existing communications.
Initially introduced for income management, it’s helped reduce arrears and improve customer experience by giving customers flexibility to respond at a convenient time.
Since it was introduced in 2023, it’s supported the collection of an extra £790k in rent arrears, with the proportion of customers in arrears falling from 47% to 37%. Campaigns like winter wellness and Universal Credit updates have also supported customers through the festive season, with targeted outreach to those who have previously struggled to maintain payment agreements over Christmas. The aim was to provide advice and assistance that helps prevent missed or short payments.
Building on this success, Karbon expanded the platform’s use to compliance reminder, boosting gas safety access rates and reducing missed appointments. In 2024/25, daily access rates for gas servicing improved from around 70% to 80%, enabling Karbon to maintain single-figure overdue gas services for over 12 months. Customer satisfaction has remained consistently high, with scores above 90% since implementation.
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