The Challenge

First and foremost, PA Housing wanted to create a positive digital experience for tenants, enabling them to manage their homes online in a convenient and easy way as part of programme to make the majority of services available to customers digitally.

The desire to create a new consolidated self-service portal that could deliver just that had to be addressed against the backdrop of a shifting operating environment. The focus was very much about improving customer satisfaction whilst at the same time finding annual savings approaching half a million pounds.

The need for not only a better, but a more efficient system for serving tenants had been heightened by UK legislation required landlords to reduce their rents by 1% a year for four consecutive years. Reducing the number of calls into the contact centre and tighter integration between front-end self-service screens and back-end systems were seen as key areas of efficiency gain for the organisation.