Customer experience transformation

For our residents

• We have launched a pioneering new customer portal that put residents firmly in the driving seat when it comes to managing their own maintenance schedule
  • Residents are able to book their own appointments through the system at a time to suit them
  • They can plan their appointment around their day, not the other way around
  • They can book, change or cancel an appointment anytime on any device
  • This helps us to plan smarter and conduct repairs more efficiently and considerately

For our people

• Through key interventions in individual homes, we can map homes using sensors and measure things like the temperature, humidity, water usage, natural gas leak, and high noise levels so we can intervene when needed and help to shape tenant behaviour

We host regular DIY tutorials on our contracts, helping residents learn how to carry out simple repairs so they aren’t solely reliant on a reactive maintenance schedule