housing online on mobile

Rethinking self-service with NPS Online

First Choice Homes Oldham (FCHO) owns and manages more than 11,000 homes. Looking at a new customer access strategy – that seeks to provide great digital services for those who can use them and free up staff to help those who can’t – they launched a project to reinvent self-service.

To deliver on this ambition, FCHO chose NPS Housing Online. Housing Online offers clean and intuitive forms on any device and integrates directly with NPS Housing. This means information is immediately available to both staff and residents. With streamlined customer experience, FCHO is able to focus attention on those who need extra support.

Dan Healey, Head of ICT at FCHO, highlights, “Since going live with NPS Housing Online, we’ve more than doubled the number of monthly users and cut calls about existing repairs by 40%. That’s a huge impact in a short time and shows just what a game-changer this solution is.

Making a difference

Even with a soft launch and a phased introduction, Housing Online is already making a major difference to overall customer service. Customer satisfaction across a wide range of areas – such as new tenancies, service centre, and estates and repairs – has improved from previous years.

With Housing Online, FCHO is able to take service to the next level. The sky’s the limit.

Key stats

  • 11,500 homes under FCHO
  • 4k+ account registrations
  • 40% reduction in calls about existing repairs
  • 865 unique monthly users
  • 24/7 smartphone-ready services

 

Read the full case study

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