VoIP Telephony
Cloud telephony built for tenant calls
A modern phone system that's ready for the 2027 PSTN switch-off, integrates with your housing CRM, and means tenants reach the right person first time. Per-user pricing with no surprises.
- PSTN switch-off ready — works on any internet connection
- Click-to-dial from the CHICS tenant record
- Automatic call logging against tenancies and contacts
- Hunt groups, IVR and out-of-hours routing built in
What's included
Everything your team needs — nothing you don't
- Inbound call handling
- Smart IVR, hunt groups and skill-based routing so the right person picks up.
- Click-to-dial
- Dial straight from the tenant or applicant record in CHICS. The call is logged automatically when it ends.
- Mobile & softphone
- Apps for desktop and mobile so housing officers in the field never miss a call from a resident.
- SMS & voicemail-to-email
- Two-way SMS and transcribed voicemails delivered to email, both logged against the tenancy record.
- Call analytics
- Wallboards and weekly reports on call volume, wait times and abandonment to spot service issues early.
- Custom flows
- Out-of-hours, repairs-only and Welsh / English language flows configured to your operating model.
The outcomes our customers see
- +38%
- First-call resolution
- -22%
- Abandoned calls
- 0
- Missed out-of-hours calls
- 2027
- PSTN-switch-off ready
Indicative outcomes from CHICS customers. Your numbers will depend on your starting point and how you use the product.
Frequently asked questions
- Do we have to use CHICS to use the VoIP service?
No — the phone system stands on its own and works with any CRM. The integration with CHICS is a bonus if you use both.
- What about emergency / 999 calls?
Our VoIP service supports 999 with location data registered to each handset / extension, in line with Ofcom guidance.
- Can it route after-hours emergency repairs to a third-party contact centre?
Yes — out-of-hours flows can hand off to your repairs partner or any third-party number.
Ready to see CHICS in action?
Book a 30-minute walkthrough with our team. We'll show you exactly how CHICS would work for your portfolio — no slide deck, no jargon.