• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Magazine Articles / AmicusHorizon improves tenant experience with Firmstep

AmicusHorizon improves tenant experience with Firmstep

AmicusHorizon is transforming its tenant services by deploying Firmstep’s Customer Experience Platform to provide digital services, automate interactions with tenants and drive future digital service provisions.

Using Firmstep’s Self and Forms solutions, the housing provider is giving tenants a personalised portal with a single sign-in access point for all customer services. Tenants can update their personal details and communication preferences, check the status of repairs, view rent statements and check payment histories online. Almost a third of AmicusHorizon’s tenants have already signed up for the service since it was launched earlier this year.

The housing provider is now planning to further extend its digital service offering. Planned future developments to the online portal include repair requests, shared ownership applications, applications for additional properties such as garages, and requests for payment cards. Future channel-shift projects will be guided by the improved data collected from tenants.

Suzanne Adams, programme manager, AmicusHorizon said, “We were looking for a secure, reliable and user-friendly way to transact with tenants online. Firmstep provided the functionality our existing CMS and CRM systems were lacking. The initial launch of the Firmstep platform has been hugely successful. We’ve seen early adoption rates of 30 per cent, with 64 per cent of those signed-up returning to use the portal. As we start to drive channel shift and offer more services online, we’re confident that sign-ups and usage will continue to increase.

“When we put out the tender, we had a detailed plan of what we wanted to achieve and the customer journey we wanted to deliver. Firmstep’s determination to deliver the project and the knowledge and support they provided enabled us to complete the build in just eight weeks and under budget.”

See More On:

  • Vendor: Firmstep
  • Housing Association: AmicusHorizon
  • Topic: Customer Management
  • Type: News

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2022 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293

htc23 pop banner