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.
We’ve had great success using digital noticeboards in our offices to communicate with colleagues, and now we want to bring the same benefits to our customers! We’ll be trialling digital noticeboards at several schemes and buildings to share real-time information, like evacuation plans and repair notices.
The trial has been slightly delayed due to the time it took to find the right partner to work with. While we had hoped to launch the trial in 2024, we now expect the first digital noticeboards to go live in March.
As our IT systems and equipment age, they no longer meet our needs for work, even though they still function well. Instead of discarding them, we want to repurpose this equipment to help local groups, charities, and individuals overcome barriers to accessing digital services by donating it.
The process took longer than expected to find the right partner, but we’ve now secured one. We’re working on the procedures to ensure we distribute the equipment safely and fairly, with a clear and robust referral process in place.
We’ll soon be upgrading our Customer Portal and looking to add in additional functionality such as more online forms, to allow you to access services where and when you want.
We are planning to give our chat bot 'Gabby' an update so it runs more effectively, allowing better conversations and answers to your questions.
We’ll be working on ability to share cleaning schedules and feeding back on services provided.
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.
You can now search for specific locations (eg. area, street) and find out how often a home becomes available in that area. Check it out here.
We have launched a new solution that enables our Customer Experience team to manage emails more effectively and efficiently; freeing up more time for us to respond to customer emails rather than having to manage them.
We have improved our website to help sign post and advise customers on how you can best get support digitally, whether this is direct from us or through partner agencies who specialise in digital support. Have a look at our new Digital Offer pages.
We are currently trialling WhatsApp as a new method for our customers to communicate with us, working like our online chat function and putting you in touch with us regardless of where you are.
