MHS Homes’ Chief Executive Ashley Hook is a man that understands social media comes in all shapes and sizes these days. Captain of the ship, Hook is no villain, but rather a plucky hero leading the housing association’s maiden charge on social media. With a 45% surge in Twitter followers and 38% more customers choosing to contact MHS by social media, the non-profit vessel is doing something right, so I decided to take a look.
As Kent’s largest independent landlord, MHS manage over 8,500 properties across the county. Now Ashley and his motley crew haven’t survived for 25 years in these muddy waters without delivering excellent customer service both off and online. Let’s begin with YouTube.
MHS are no strangers to fundraising with their latest £25K target for the Kent children’s charity Dandelion Time, but Mr.Hook recently suffered through the bone-chilling Ice Bucket challenge to support Motor Neurone Disease… and for our viewing pleasure. Seeing any Chief Executive’s silly side is refreshing (careful), but Ashley isn’t afraid to confront the issues on his doorstep either.
With 550 likes on Facebook, MHS use the social network as a platform to organise their online Q&A “Ask Ash.” Here, followers are encouraged to ‘ask our Chief Executive anything’. Naturally, this acts as a complaints forum, but after reading Ashley’s constructive and progressive responses, I’m left very impressed. One user ‘K.Young’ voiced a five month old issue concerning a seemingly forgotten repair job. Under an hour later, Ash jumped in to action declaring that a surveyor is on the way to conduct an inspection and look at potential repairs. It’s a start!
Boasting 1,700 followers on Twitter, the Kent proprietor tweets on a daily basis to engage their customers and highlight their community events throughout the Garden of England. Moreover, what better way to get their occupants to pay rent, than set up a competition worth £1000 for setting up a direct debit with MHS Homes. Both relevant and lucrative – the tenants would be mad not to bite.