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Supporting a Housing Association's Emergency Housing Needs with Reliability & Speed

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By the Numbers

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About our Partnership with a Big Four Consulting Firm

About our Housing Association Client

Our client is one of the UK’s largest and most experienced housing associations, with a national presence and roots dating back to the early 20th century. Their mission is to provide quality homes and services to individuals who are unable to secure housing through the market due to income, age, disability, homelessness, or health-related barriers.

The Challenge

Our client frequently needs to relocate tenants at short notice for a variety of reasons, including urgent maintenance or repair work, antisocial behaviour or safeguarding concerns. These relocations often involve vulnerable individuals or families with complex needs, such as:

  • Immediate emergency response and rapid relocation

  • Family and pet-friendly accommodations

  • Accessible properties for tenants with mobility issues

The housing association's previous provider - a travel management company - lacked the flexibility, speed, and portfolio required for such moves. Most options were limited to hotels, unsuitable for whole families. Additionally, the accommodation sourcing and booking process involved a lot of back-and-forth communication and no access to meaningful data or reporting insights.

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The AltoVita Solution

Enter AltoVita - a tech-driven accommodation solution that streamlines the entire process of accommodation booking. With thousands of pre-vetted properties across the UK, AltoVita now ensures that displaced tenants and their families - including pets - are swiftly relocated into safe, comfortable, and appropriate accommodations, whether it’s a hotel, aparthotel, apartment or house. 

A dedicated emergency response team, available throughout full working hours, ensures every booking request is managed with urgency and care, enabling displaced families and homeowners to secure a new temporary home within minutes.

Emergency Response within Minutes

Over the past six months, the housing association has relied on AltoVita’s services daily, averaging five booking requests per day. Thanks to AltoCurate, AltoVita’s booking management platform, our dedicated customer success team can source and book accommodation within just 10 minutes of receiving a request - an industry-leading response time. Compared to the typical 24-48 hour turnaround, this rapid response is vital when immediate relocation is required for safety or wellbeing.

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Supporting Displaced Tenants Across the UK

Since launching the partnership, our client has made 278 bookings across England and Scotland, including some very remote areas. With an 84% conversion rate (remaining 16% attributed to cancellation), our programme has been a success from day one. To date, AltoVita has also facilitated 270 booking extensions, and recorded a total of 3,992 nights booked. 

 

A High-Touch Service with Ongoing Support

While many of the properties booked through AltoVita are hotels, we go further to ensure every placement aligns with our client's unique needs. We can quickly prioritise pet-friendly and accessible accommodations, and whenever possible, offer ground floor options to better support tenants with mobility challenges. If a chosen property lacks an on-site restaurant, we step in to streamline the experience by issuing meal vouchers, ensuring residents have access to essential services during their stay.

Security and peace of mind are core to our service. AltoVita provides comprehensive insurance on all bookings to protect guests and cover any potential damages, reinforcing our commitment to safety and trust.

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Empowering Smarter Decisions with AltoInsights

Access to Real-Time Data

Data is a critical component of our client's operations, and with AltoInsights - our comprehensive reporting dashboard - they have real-time access to essential metrics including spend, booking status, incident management and more. On top of that, both the housing association and its residents benefit from timely updates on every development. Our escalation dashboard further supports continuous service improvement by enabling retrospective reviews, facilitating proactive problem-solving, and ensuring no issue goes unresolved.

 

A Partnership Built on Responsiveness, Empathy and Results

AltoVita’s partnership with one of the UK's largest housing associations demonstrates how technology and human-centric service can solve urgent housing needs. By delivering rapid and reliable solutions, we’ve helped our client meet the needs of hundreds of displaced individuals, with safety and care. As the partnership continues to grow, AltoVita remains committed to delivering impactful housing solutions that support communities in crisis.

 

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