Tela provides on-going assistance and hands-on support to enable SYHA’s business growth.
Background
South Yorkshire Housing Association (SYHA) has been providing homes for those most in need since 1975. Nearly fifty years later and they’re still offering quality local living; retrofitting, renovating, designing & building homes to thousands of individuals throughout the city region. Today, they’re known as the largest developing housing association in Yorkshire, though their work is not restricted to providing homes. Dedicated to tackling social issues within the local community and beyond, 60% of their work now consists of care and support for struggling citizens, as well as helping vulnerable people to remain independent. Building on the reputation they earned as a housing provider, SYHA has now made a name for itself as an organisation committed to social change.
The Challenge
With a fleet of users running into the high hundreds and further growth on the horizon, South Yorkshire Housing Association needed a custom plan from a provider they could trust to keep them on the right track. As well as the day-to-day account management, they would require a field account manager that could provide monthly spend reports to each individual cost centre and conduct full account reviews face-to-face every quarter. Having been around all 3 major network suppliers, SYHA were disappointed and dissatisfied with the level of service on offer. Proactive support was a must-have, but the major providers were not prepared to deliver the guidance they needed. Before long, considerable monthly overspending was becoming a recurring theme. Without advice or assistance from their provider, SYHA was left with rising costs and no control over the account.
The Solution
After analysing their bills, we returned to South Yorkshire Housing Association with a full cost comparison that not only included the rental costs but also the out-of-bundle spend that had been causing them significant issues. Next, we put forward a bespoke account management plan which included the day-to-day running of the account as well as dedicated customer service directly with the end-users.
Not only would this allow SYHA to regain control over their costs, but it would also free up their time to take care of important matters, safe in the knowledge that the team at Tela were on hand to track their spending and raise any red flags. As well as managing their account throughout normal business hours, we further set up an out of hours point of contact for the team should they need assistance at a moment’s notice. This meant that issues could be dealt with more efficiently, creating a positive impact not only on members of staff but their customers too. Having started their journey with no external support or control over their costs, South Yorkshire Housing Association ended it with a new partner they can rely on 24 hours a day for specialist advice, guidance and account management.
