Challenge

Europe’s social housing sector served around 100 million people through CECODHAS (European Liaison Committee for Social Housing) member organisations. However, communication between tenants, housing providers, maintenance contractors and external service providers was often fragmented and dependent on slow, paper-based processes. The challenge was to modernise access infrastructure and make essential services, including maintenance, metering, tenant placement, security, care and general enquiries, more accessible and efficient for people of all ages and income groups.

Solutions

@Work4Homes developed the concept of a “virtual housing service enterprise”: a digitally connected environment bringing tenants, housing organisations, employees, contractors and third-party providers together.

The project introduced digital access channels and workflow tools that enabled:

• Tenants and homeowners to contact housing providers from home and access services such as video-based assistance, high-speed internet and digital television.
• Maintenance contractors, particularly SMEs, to accept assignments and report progress online while working directly within housing providers’ business processes.
• Housing staff to access information and participate in organisational workflows remotely, supporting more effective mobile, on-site and out-of-hours work.
• National and European housing professionals to collaborate using digital tools hosted by specialist providers.

Results

The project created an integrated model for delivering housing services digitally, demonstrating how online access and workflow support could connect different organisations and professionals involved in housing provision. It established the foundation for faster maintenance coordination, more flexible working practices, easier communication with tenants and better integration of third-party services such as care and support.

With CECODHAS representing housing organisations serving approximately one in four Europeans at the time, the solutions had considerable potential for replication across Europe. Ultimately, @Work44Homes aimed to improve the efficiency and responsiveness of housing services while contributing to safer, more convenient and higher-quality living environments.