Livin has revamped its tenant portal and seen digital transactions soar. Over 25 per cent of its tenants are actively using the app, with at least 60 per cent of transactions now carried out digitally, delivering tenant satisfaction levels of 98 per cent.
Prior to the implementation of Housing Insight’s Pan Connect portal and app, Livin’s analytics showed that although many of its tenants were registered for its previous portal, only a small number were actually using it. Further user research showed that tenants wanted better mobile functionality and the option of an app to manage their tenancies.
Alan Boddy, director of operations, Livin, said, “Last year we launched our new business strategy ‘Plan A’ with an objective to relentlessly focus on our tenants, putting their needs at the heart of everything we do. Improving the customer experience through the exploitation of technology is a win-win scenario and we are already seeing the business benefits and improved tenant satisfaction.”