Hive is the private lettings arm of Your Housing Group, a provider of social and affordable rent properties as well as homes to rent and purchase across the North East and North West of England.
As part of a two-stage project, Your Housing Group engaged VerseOne to provide the content management platform behind its new user account portal for private rental tenants.
While housing providers have been offering online services to social housing tenants for years, private tenants have often struggled to access their account information, report repairs, and sign up for additional services in the same way.
Hive wanted to give prospective private tenants a fully online experience, from searching for rental properties to booking viewings and completing a credit check—and then convert that online application experience to an online services one.
The My Hive portal provides users with a secure registration and login area to access key information about their tenancy by using VerseOne CMS to connect to Your Housing Group’s internal data warehouse. Registered users can view the details held about them by the organisation, characteristics of their property, general user guides, and Hive’s customer charter.
Users also have access to transactional information including a statement of payments and credits in the past 12 months, service charges relating to their property, and a history of repairs reported and each one’s status.
To keep users returning to the portal, My Hive also provides facilities to make payments and report repairs, using a graphical diagnostic form that pre-populates with the logged-in user’s information. My Hive also encourages tenants to join the news mailing list and take advantage of the domestic and handyman services Hive makes available to its tenants. A “frequently asked questions” area addresses most of the regular queries Hive receives from tenants about payments, services, and the tenants’ handbook.
The second phase of the project will be to design and implement a new section of the site to advertise private lettings properties available to rent, and curate the tenant’s application process from start to finish, all through the central platform of VerseOne CMS. During the second phase of the project, VerseOne will also provide a link into Your Housing Group’s housing management system to extract and display user-specific documents such as their tenancy agreement and inventory upon taking possession of the property.