Gateway Housing Association exceeds online rent payment target by 594.44% using VerseOne's self-service portal.
Gateway Housing Association, a community-focused housing provider in East London, manages over 3,000 homes and serves a diverse customer base.
In a drive to enhance customer engagement and streamline service delivery, Gateway Housing went to market to find a solution partner with proven expertise in the sector. They chose to partner with VerseOne, upgrading their existing portal to a modern, integrated self-service solution that would enhance the customer experience (CX). This initiative aimed to empower customers to manage repairs, rent payments, and access help and advice, reducing the strain and handing back vital time and resources to customer service teams.
Since we went live with the portal in August, this follow up programme has meant that we are constantly on top of the numbers, our Account Manager consistently checks in to ensure we are going in the right direction, and suggests improvements that could be made as the landscape and internal requirements change.
Naz Hoque, IT Project Manager, Gateway Housing Association
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594.44% more payments made than targeted
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27.9% decline in rent enquiry calls made to call centre
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251 repairs logged in first seven months online