Active Housing has built a tenant self-service portal with its Active Repairs diagnostic software for Yarlington Housing Group, with the aim of having 80 per cent of its tenants’ transactions conducted online by the end of 2018.
In the seven months since the portal was launched, 75 per cent of tenant households now have online accounts, 84 per cent of repairs are reported online and there has been a 50 per cent decrease in inbound calls.
Chris Reed, digital development manager, Yarlington Housing Group, said, “We’ve even had a 101 year-old resident sign up, showing the ease and convenience of MyYarlington.”
Assuming it reaches its 80 per cent online transaction target, Yarlington Housing has estimated that it will save almost £1 million, the equivalent of building 25 new homes.
In terms of the tenants’ devices used to access Yarlington Housing’s online service, 60 per cent are smartphones, 25 per cent tablets, and the rest laptops and desktop computers.
One Yarlington Housing tenant said, “The tenant portal is quick and easy to use, I managed to raise and book my own repairs appointment in a couple of minutes – so much easier than calling and waiting in a queue.”
Active Housing’s work also included integration of the MyYarlington portal with the housing provider’s existing Capita OpenHousing back-office system.
