Case Study: Ongo Homes achieves 24/7 automated resident support with Futr

Perfecting customer contact automation at Ongo Homes

Ongo Homes is one of the largest housing associations in the north east of England, managing over 10,000 properties and aiming to give residents better digital self-service and customer support. Working with Futr and its Automate + Live Chat products, Ongo wanted to improve around-the-clock support, handle more enquiries automatically, offer multilingual help, and reduce pressure on its customer service team.

Futr implemented an AI chatbot with live chat handoff, allowing Ongo Homes to manage its own Q&A content, support residents in 22 languages, and provide service 24/7. Over a 12-month period, 85.2% of contacts were automated, 12,438 questions were answered, and £66,095 in support costs was saved, while only 756 of 5,118 users needed live chat beyond the bot’s response.

Ongo Homes

Ryan Heseltine

Solutions Architect