Contact Centre Platform for UK housing associations

Delivering elevated tenant experiences.

Move faster, reduce risk and improve resident outcomes — without sacrificing compliance or control. We’re a pure EU CCaaS provider focused on the mid-market, delivering enterprise-grade security, integrations and onboarding so housing associations get fast time-to-value.

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Why housing associations
choose Puzzel.

Housing teams need reliable, auditable conversations, fast repairs and empathetic resident service — while meeting strict public-sector procurement and GDPR requirements. Puzzel unifies telephony, web chat, email, SMS and partner systems in one cloud platform, plus market-ready integrations to your housing-management systems (HMS) so agents always have the right tenancy and repairs context.

Quick and easy repair processes
Repair wait times remain the single biggest driver of falling tenant satisfaction. Puzzel uses AI-powered intake and video assessment to capture photos, classify urgency and create contractor-ready job packs so issues are resolved on the first visit.
Bring empathy in times of crisis
Agents need full context to respond with speed and compassion. Agent Co-Pilot and conversational intelligence surface tenancy history, vulnerability flags and suggested wording, while skill-based routing sends tenants to the right human when empathy is required.
Provide tenants with easy-to-use self-service
Give tenants intuitive, AI-driven self-service for appointments, mould reports and payment queries that works 24/7. Guided forms, smart validation and seamless handovers ensure accuracy, reduce live-contact volumes and shorten resolution times.
Keep your tenants in the loop
Automate personalised updates and two-way notifications via bots, SMS and messaging so tenants receive confirmations, ETAs and safety-check reminders in their preferred channel. Conversational triggers and audit-ready transcripts drive timely escalation and support compliance.
Be truly future-ready
Our cloud, API-first platform scales with your organisation and integrates cleanly with Housing Management Systems and CRM so agents work from one authoritative view. As a pure EU mid-market specialist, we deliver enterprise-grade onboarding, strong data governance and AI insights for fast time-to-value and measurable ROI.

Reducing repair wait times and improving
fix on first visit.

Tenants are faced with prolonged wait times for repairs and services, resulting in a noticeable decrease in overall satisfaction. By using live video, housing providers can get eyes inside the tenants’ homes before sending a field operative. And, with proactive SMS communication, tenants can easily be notified when there’s an upcoming repair appointment and request changes directly in the chat. The results? Reduced repair times, safer homes, and happier tenants.

Be there in times of crisis.

Be available when your tenants need it. Make it simple for them to find the answers they need through intuitive self-service options. Based on their website navigation, you can offer proactive and tailored support at the right moments, whether it be a chatbot or directing them to an FAQ page that’s relevant to their queries. And where self-service won’t cut it, simply connect tenants to agents with full query context, so your tenants get the human support they need.

Centralise the tenant experience.

Meet your tenants where they are, in the best channel. Our cloud-contact centre platform offers true omnichannel capabilities, allowing tenants to interact with your organisation through their preferred channels. Whether it's phone, web, email, chat, or social media, you can provide a consistent and cohesive experience that meets the diverse needs of your community. And, with tools like co-browsing, live share or video, you can assist your tenants with more complex tasks, such as filling out forms or making transactions, ensuring they get the support they need.

Transforming tenant experiences with contact centre technology.

With more than 25 years’ of experience building tailored customer service solutions and helping businesses migrate to the cloud – we are the technology partner you can trust to guide and support you on your digital transformation journey. Our platform seamlessly integrates with Housing Management Systems, CRM, Rent Arrears, Appointment Scheduling, and more, ensuring you deliver top-notch service to your tenants.

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Fully integrated in your workflow

A platform that scales with you.

Your customers are always changing. We continuously develop our CX platform drawing from the experience of hundreds of businesses like yours, making sure you’re always a step ahead. Our Contact Centre platform lets you add new features or expand your operations as you grow, easily and simply.

What is the Puzzel Contact Centre Solution, and how does it work?

The Puzzel Contact Centre Solution is a flexible and scalable cloud-based contact centre platform that helps businesses manage customer interactions across multiple channels, including voice, email, chat, and social media. The solution is designed to enhance customer experience and improve agent productivity through intelligent routing, workflow automation, and real-time analytics.

What is a cloud contact centre solution?

A cloud contact centre solution is a digital customer service platform enabling businesses to manage multi-channel customer interactions efficiently, enhancing customer service and support. Cloud contact centres usually include several channels, such as voice, email, SMS, video, chat, and social media.

How does Puzzel help improve customer satisfaction?

The solution improves customer satisfaction by ensuring customers are routed to the right agent quickly using intelligent routing. It also enables customers to interact through their preferred channels and leverages analytics to identify issues and trends in customer behavior.

How can the Puzzel Contact Centre Solution increase productivity?

Puzzel increases productivity through automation and integration features that streamline agent workflows. Key features include:

Automated task management for prioritizing inquiries.
Unified interfaces for agents, reducing time switching between applications.
Integration with CRM systems for seamless information access.

What are the main benefits of using the Puzzel platform?

The main benefits include:

Flexibility: The solution is customizable for businesses of various sizes and industries.
Scalability: Easily scales up or down based on business needs.
Omnichannel capabilities: Manages interactions across multiple channels from a unified platform.
Analytics and Reporting: Provides real-time data insights to improve decision-making.
Seamless Integrations: Integrates with popular business tools and CRM systems.

Join Europe's leading housing providers.

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