Case Study: Valleys to Coast Housing achieves a 27% reduction in missed repair appointments and improved customer communications with Textlocal

Streamlining the maintenance process for residents and staff with SMS

Valleys to Coast Housing (V2C) is a not‑for‑profit landlord in Bridgend managing thousands of homes. V2C faced costly and time‑consuming missed repair appointments that delayed work and frustrated tenants, so they engaged Textlocal to deliver SMS appointment confirmations and reminders to customers.

Textlocal implemented a three‑message SMS workflow (initial confirmation, day‑before reminder, and “engineer on the way” alert), and V2C saw missed appointments fall by 27% in the first six weeks, saving staff time and improving maintenance efficiency. The improved communications strengthened customer relationships, positioned V2C as digitally savvy, and prompted plans to use Textlocal for events and rent account notices.

Valleys to Coast Housing

Rob Thomas

Repairs Assistant Director