CHP enhances customer experience (CX) with self-service portal upgrade
We're excited to announce the successful go-live of a new enhancement project for long-standing VerseOne customer Chelmer Housing Partnership (CHP). As a housing association providing over 10,000 homes across Essex and the surrounding areas, CHP is known for it's innovation, leading in the charge in utilising digital transformation to deliver an elevated customer experience and ensuring its internal systems support efficiency, accessibility and customer satisfaction.
CHP first partnered with VerseOne in 2018 and has since developed a strong digital foundation, underpinned by the VerseOne Digital eXperience Platform (DXP). Their main website and customer self-service portal are both managed through this single platform - enabling the team to create content once and publish it across multiple platforms simultaneously. This unified approach to digital content creation not only saves valuable time but also ensures consistency of messaging which enhances the user experience, regardless of where or how customers engage with the organisation.
Since launching their self-service portal in 2020, CHP has seen its usage grow steadily as more customers choose to complete key tasks online. Whether it's paying rent, reporting repairs, or logging anti-social behaviour (ASB), customers can access the portal at a time and place that suits them, using their own devices - reducing reliance on the customer service desk and enabling quicker resolutions. This shift to digital self-service has driven measurable efficiencies across the organisation, reduced pressure on internal teams, and allowed staff to focus on supporting more complex or vulnerable customer needs.
The latest enhancement project focused on improvements to the VerseOne Registration Toolkit - designed to simplify and streamline how staff support customers in accessing the portal. The upgraded functionality allows staff to automatically create accounts for customers who do not already have one, even in cases where an email address is not available. Accounts are now generated seamlessly using a customer's Person Reference, removing previous barriers to registration and reducing administrative workload.
Additionally, the enhancements now allow CHP staff to log in as a customer. This is particularly valuable for supporting less digitally confident customers or resolving issues in real time. Staff now benefit from the same intuitive, user-focused interface as the customers they support - which helps to ensure consistent communication, simplifies training, and ultimately improves service delivery.
By bringing website and portal management under one roof, CHP has laid the groundwork for a truly connected digital ecosystem. With content and user management centralised in the VerseOne DXP, the team can ensure a joined-up, consistent experience across all customer touchpoints - helping customers to access the right services faster, and supporting staff with the tools they need to do their jobs more effectively.
Since 2004, VerseOne has supported over 100 organisations in the NHS and Social Housing sectors with secure, personalised digital solutions that enhance engagement and drive real impact. We're proud to continue our partnership with CHP and look forward to supporting the next stage of their digital journey.