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The benefits of digital tenancies

Your Housing Group will require all new customers to sign tenancy agreements online as it looks to digitise the customer-landlord relationship. Brian Cronin explains more

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How digital tenancies can boost efficiency, by Brian Cronin @Your_Housing #ukhousing

Why @Your_Housing is introducing ‘digital tenancies’ #ukhousing

Like most of our counterparts in the sector, external factors have impacted our long-term business plan more than we ever could have envisaged 10 years ago.

The four-year rent cut alone had an adverse impact on our business plan of £65m.

At the same time, our customers’ aspirations are increasing and we’ve found they are requesting a 24-hour approach, more self-service, and an alternative to phoning our contact centre during working hours.

In response to this shifting backdrop we have taken a step back to look ahead at the future and how we can run a strong, growing organisation which creates more places to thrive.

What can we do to futureproof Your Housing Group and provide the best customer experience in the country?


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After an 18-month development process, 2018 will see us launch our new digital platform.

Rather than inherit an ‘off the shelf’ solution, the product has been developed specifically for Your Housing Group with the support of experts from other sectors, like banking, and in collaboration with our customers.

“Our new digital platform will enable people to sign their tenancy, book a repair, pay rent, report anti-social behaviour and more, with all their documents available via a digital portal.”

It will enable people to sign their tenancy, book a repair, pay rent, report anti-social behaviour and more, with all their documents available via a digital portal.

One of the most significant parts of this is the introduction of ‘digital tenancies’, which signals the start of being able to handle the complete landlord-tenant relationship online.

To start this relationship we can now enable prospective tenants to sign up to rent their properties using an online platform. Then they can use the same platform to manage their account and other appointments at any time of the day, either on their computer or smartphone.

Having just completed a digital tenancy pilot, we have seen the benefits first hand.

One of the major advantages for tenants is that it significantly reduces paperwork and time.

This is part of wider organisational transformation which means our employees are working in a much more agile way, fewer offices are required and everyone is working much more smartly.

“One of the major advantages for tenants is that it significantly reduces paperwork and time.”

The system is fast and easy to use and customers can sign their tenancy agreement without having to travel, which speeds up the process.

For new customers, it streamlines the potentially complex new tenancy process, halving the number of steps required.

As tenants can access the digital tenancy platform whenever it suits them, it also offers far more flexibility. This is more convenient for those working shifts, as evidenced by the number of customers we have seen using the system through the night.

Making things easier for customers and improving customer satisfaction are key drivers for us as an organisation, especially as we aim to break down barriers between tenures so people can move between social rent and other tenures more easily if they need to, depending on their changing circumstances.

We expect there to be environmental and cost benefits too, through reduced printing and improved energy efficiency.

Despite the advantages of digital tenancies, rolling them out is a process that must be managed carefully.

“If housing associations are seen as being behind the curve when it comes to implementing digital technology, it’s vital that we break the mould.”

Housing providers can be part of a multi-agency approach to ensure these people are provided with suitable IT training and support.

When the new portal is rolled out in the summer, all new customers will sign digital tenancies, either fully self-serving or by having a member of staff sat next to them in their home with a tablet.

If housing associations are seen as being behind the curve when it comes to implementing digital technology, it’s vital that we break the mould.

As an industry that is under ever-increasing pressure to improve efficiencies, we need to take more progressive steps – introducing digital tenancies is one of them.

The benefits for tenants, staff and organisations as a whole shouldn’t be underestimated.

By creating a culture that embraces new technology we significantly enhance the customer experience, reduce operational costs and improve productivity.

Brian Cronin, chief executive, Your Housing Group

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