Getting online has many benefits, both for you and for us as your landlord. As technology and customer needs evolve, we need to evolve too.
However, we understand that not everyone wants or can engage with us digitally. That’s why we promise that all our digital services will be optional, and we’ll always offer a non-digital way to contact us.
We want our digital services to be easy to use and understand, and we’ll ensure the right support is in place so everyone can access them comfortably.
As part of our digital strategy, we believe it's important that our customers are aware of what we're working on and what will soon become available to you. So we've created a roadmap that details what we've got coming up over the next year and how it may impact you.
Exploring AI real-time interpretation
At Plus Dane, we’re committed to providing quality homes, great services and vibrant communities for everyone. We know some customers may need extra support when English isn’t their first language.
While we currently offer an interpretation service, it can sometimes take time to arrange and may not always deliver the experience we want for our customers.
That’s why we’re exploring the use of AI-enabled real-time interpretation as part of our Customer Experience Strategy. This will help us:
Provide faster access to interpretation
Offer more language options
Improve communication with our team
A trial will begin in November to help us make our services even more personal, trusted and accessible for all customers.
Following great success using digital noticeboards in our offices, we’re now trialling them in several of our buildings to bring the same benefits to customers.
These noticeboards share real-time information like evacuation plans, repair updates, and service notices. The following schemes have been selected for the trial and now have digital noticeboards installed:
We’re now in the review stage, gathering feedback from customers and colleagues to see how well the noticeboards are working and what additional content would be useful.
As our IT equipment is upgraded, we’re looking for ways to give older but still functional devices a second life. Rather than discarding them, we’re repurposing this equipment to support local charities, groups, and individuals who face barriers to digital access.
We’ve partnered with We Are, an organisation providing digital skills training for customers. Together, we’re identifying ways to reuse IT hardware and help reduce digital exclusion.
We’ve recently upgraded our Customer Portal with new features to give you more visibility over the services that matter most.
If your home is included in one of our reinvestment programmes – such as kitchens, bathrooms, heating systems, roofing, or windows and doors – this will now be displayed directly in your Customer Portal.
We’ve recently brought our communal cleaning services in-house, which means they are now delivered by Plus Dane colleagues.
We’re working to make cleaning schedules available to you, so you’ll know exactly when your communal areas are being cleaned.
Working with our colleagues who help support and maintain your homes, we will be focusing on improving communication and providing customers with the ability to log repairs directly, to be able to pick appointments online and have more real time information on the status of the work.
We are investigating the ability to allow tenancy signups to be carried out digitally, which alongside our current physical sign-up process, will allow us to support customers who may have mobility concerns or simply have time commitments that means a digital offer works better for them.
2024
Looking to move or curious about our homes in a specific area? You can now search by location — such as a town, street, or postcode - to see how often homes become available. Check it out here.
We’ve introduced a new system to help our Customer Experience team manage emails more efficiently. This means less time sorting and more time responding to your enquiries — helping us get back to you faster.
We’ve updated our website to make it easier for you to get digital help. Whether you need support directly from us or through one of our digital partner agencies, our new Digital Offer pages are here to point you in the right direction. Have a look at our new Digital Offer pages.
We have launched WhatsApp as a new, convenient way for you to contact us. Just like our online chat, it puts you in touch with us quickly — wherever you are.
