Accent Group has launched a new online portal for its tenants, based on the housing provider’s original implementation of an MIS ActiveH customer portal module.
Through a secure online account, Accent’s tenants can now report and view repairs, view account statements, view and request changes to personal details, report anti-social behaviour and pay their rent via AllPay. The portal is integrated with the ActiveH customer relationship management module so that Accent’s contact centre staff can get an instant view of requests as they are raised and respond more effectively to online enquiries.
As part of its ‘digital by degree’ strategy, Accent has made the portal available to all of its 32,000 tenants. In July 2015, the first month of operation, 10 per cent of tenants activated their accounts, exceeding initial expectations, and usage continues to rise.
Andrew Kidds, head of customer contact, Accent Group, said, “The integration with our housing management system provides a great opportunity to develop our digital offering and, more importantly, given the financial climate, move away from more expensive methods of customer interaction.”