Thirteen Group has launched a self-service portal for its tenants based on its original Touchpoint programme and reaped a tenfold increase in regular usage.
With My Thirteen, tenants can search and apply for properties, check their balance or pay their rent, book a repair, update account details and find a home, at any time from any web-enabled device. The system has also been designed so that Thirteen’s customer advisors can share the same online view of tenants’ accounts, making the resolution of any inbound queries easier and faster.
Michelle Younger, director of experience, Thirteen Group, said, “My Thirteen has been designed to provide another way for tenants to engage with us at a time that suits them. We can see tenants are actively logged in, checking their accounts, searching for properties, raising repairs and much more throughout the day, evenings and at weekends.”
7,500 Thirteen tenants have already activated their accounts and the platform is being used regularly by around 1,000 tenants per day, a massive improvement on the housing provider’s previous portal which had just a few hundred active users.