Self-service portals are becoming increasingly expected across the social housing sector. A self-service portal impacts the operations of a housing association bringing accessibility benefits whilst empowering each tenant. This enables a better process and how easy managing properties can be across the social housing sector.
What is a self-service portal?
A self-service portal is an online platform that enables tenants to have increased control over their tenancy and access to services provided to them by their housing association. These services include reporting repairs and paying their rent, these portals provide a better approach to handling issues with a tenancy.
Key benefits of a self-service portal
1. Enhanced accessibility
Tenants no longer have to rely on contacting their housing provider during their set office hours, with a self-service portal allowing them to access these services anytime. This unrestricted access is very beneficial for tenants who are limited when they can reach out, have accessibility requirements, or live in a remote location.
2. Improved efficiency
The automation of key tasks including paying rent or reporting a repair is made much simpler through self-service portals. This allows for resources to be shared elsewhere and reduces the need for admin. An example of this would be a tenant uploading the necessary documents to verify their status as a tenant without the need for a phone call or face-to-face appointment.
3. Faster resolution
There is a much faster resolution to getting a repair scheduled through the use of a self-service portal while tracking their progress. Each portal has an automated workflow that ensures that the issue is assigned to the correct team, reducing wait times and improving tenant satisfaction.
4. Increased tenant engagement
There is a better sense of autonomy for tenants through the control they are given with a self-service portal. This includes updating details, viewing their balance, and accessing their tenancy agreement. This means tenant satisfaction is higher and the relationship between tenants and their housing providers is much stronger.
5. Cost savings
There is a lot of money that can be saved through the implementation of self-service portals, with tenants able to complete their transactions and resolve queries without the need for intervention. There is less manual processing, resulting in less time spent on the tenant dealing with their tenancy.
6. Data-driven insights
Valuable data is collected on tenant behavior, their uses of the services available any common issues at are shared across multiple tenancies. This data is then available to be used when looking to improve services so that the pain points of tenants are met.
Challenges
The challenges associated with self-service portals include ensuring it is user-friendly, security is of a high level and the portal is accessible. Training needs to be in place so that the portal is understood by tenants and housing associations.
Self-service portals have developed the sector, helping to deliver services of a higher quality for tenants. Once set up housing providers can enhance their operations and future-proof their services.
