And how do you implement a strong tenant experience to match – top customer service, accessible communication channels, all with a personal touch that builds trust?
Our partners have asked us similar questions – and a digital solution that puts the customer first is our answer.
We’re well aware of the challenges facing today’s Housing sector – but we also know the huge potential available for you to transform those day-to-day interactions with Association members into opportunities for true engagement. Plus, you can boost your ability to demonstrate value for money as well as performance internally, via a single, streamlined system.
High customer expectations and low patience have made convenience critical to user experiences. Many Housing Associations struggle with the tenant demand for things like 24/7 service access, live support and the demonstration of a clear return on their investment – but a tendency to reach for the phone for a straight answer can also leave call centres inundated with simple problems.
The recent digital evolution of the housing sector has meant that having multiple tenant portals and property sites live at the same time is a common issue for today’s Housing Associations. The result? Confusion around methods of tenant communication with their association, and no single product responsible for driving real community engagement.
Depending on your rental portfolio, your tenants might not be all that digitally savvy. Driving meaningful interactions can then be a challenge if you don’t have a user-friendly site with a simple-to-use intranet, or personal portal for your tenants to manage things themselves. This can also make informing them of any benefits you offer even harder.
Key concerns here often lie in: back-office systems (such as Orchid, Aareon, Capita and Civica) that need to be expertly integrated, the online security of tenant data, and the ability for Association staff to report on their performance to stakeholders with ease. Without the right infrastructure, vulnerability and inefficiency can be rife.
Customers are increasingly taking care of mundane activities on-the-go, so providing a user–friendly, feature–rich service that works for mobile tenants is a new goal for many Associations. A mobile–first approach also helps to drive that all-important user engagement too – it’s all about being accessible to the tenant on the platform they want to interact with you on.
We’re obsessed by client success – we love what we do, and we love making life easier for customers in every industry through our no-nonsense approach to tech.
After designing and building well over 100 bespoke systems, with a particular focus on the Housing sector, we’re confident we can help you.