Allocations management communications overview
There are any number of stages involved in processing an application for, say, the letting of a property, starting with the initial enquiry from a prospective tenant, right through to confirming the acceptance of an offer. Each progression stage is often supported by the creation of a customer-facing communication, in a format that matches the contact's preference. This could be a letter, inviting the contact to view a particular property that potentially meets their needs, a text message reminder for an agreed appointment or perhaps an email response clarifying the number of points that have been awarded to their application. Some communications will be standardised and generated automatically based on an application reaching a key event in the allocations process - an invitation to view, notification of an offer, application refusal, etc - or created manually in response to a request for clarification. Irrespective of how communications are created, they can all be viewed and managed in a single location, accessed via the contact to whom the application relates. Communications are not restricted to assets alone but can be generated for any resource controlled through the housing organisation. As with all communication templates created within Civica Cx Housing, all related components - the format, the style, the recipient-specific fields (merge tags), the output channels (Letter, Email, Text Message), etc. - are controlled by the end user through the creation of a communication definition. Different categories of communications are managed separately through their association to an application type, providing the greatest flexibility for maintaining a library of communications that are appropriate to the application.
Separate help articles have been created for each key aspect of allocations management communications, including: