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Helping PA Housing to secure Digital Landlord of the Year with My PA portal

What we did: Web development, Self service portal

The story so far...

Prodo has been working with PA Housing for many years, supporting them in their ongoing digitalisation of key services. 2021 has been challenging across all sectors; for housing landlords, the need to care for their residents became stronger than ever.

 

Managing around 23,000 homes across the Midlands, London and South East, PA Housing has strived to create a positive digital experience for residents, enabling them to manage their homes online in a convenient way as part of an ongoing transformation programme to make the majority of services available to customers digitally.

 

PA Housing’s digital transformation plays a key role around two of its strategic objectives: providing great services to customers and maximising their capacity to deliver. They’re continuously looking for new ways to utilise digital in a way that improves the customer experience.

 

At the UK Housing Awards 2021, PA Housing was named the Digital Landlord of the Year, and we couldn't be prouder! Read on to learn more about the self-service portal we've built with the housing provider to transform their customer experience and drive channel shift...   

 

UKHA digital landord of the year

 

PA Housing Digital Landlord of the Years
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The brief: Build a portal people genuinely want to use

First and foremost, PA Housing wanted to create a positive digital experience for residents, enabling them to manage their homes online in a convenient and easy way as part of a programme to make the majority of services available to customers digitally.

 

The desire to create a new consolidated self-service portal that could deliver just that had to be addressed against the backdrop of a shifting operating environment. The focus was very much about improving customer satisfaction whilst at the same time finding annual savings approaching half a million pounds.

The results: 50%+ uptake of the portal

After extensive consultation, Prodo designed and developed My PA – an online customer portal and app that provides residents access to their accounts 24-hours a day, 365 days a year to make payments and book repairs. 

 

On average, it takes less than a minute for a resident to receive an answer to questions via the live chat integration. By comparison, calls take an average of between three and four minutes to be answered.

 

At the moment, just over 20% of all repairs are raised via My PA, which can be done in four clicks and under 20 seconds. From March 2020, regular monthly use of My PA has jumped from 50% to 86% (this is the percentage of registered customers who log in to My PA and interact with PA in some way).  

 

More than half of all PA households now have at least one member signed up to My PA, and together they average more than 20,000 logins per month. Between 200 and 300 new residents register for My PA each month.

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What can My PA self-service portal do?

The key functionality of the My PA portal includes:

  • A secure registration and log-in experience 
  • Residents can view and update their personal details
  • Prompts residents with their account balance 
  • Gives residents a summary of their rental transactions and lets them view and print a summary of their rent charges
  • Shows residents individual and communal repair summaries that have been raised for their property
  • Let residents make requests for changes to tenancy details
  • Provides a Help facility for residents to find answers to common questions
  • Payments integration (with AIIPay) allowing one-off payments, direct-debit set-up, payment arrangements and refunds 
  • Automated guidance and signposting for the most common resident queries and capturing these enquiries in CRM systems 
  • Integration of Live Chat features 
  • Enabling residents to raise a repair request for their property, submit photos as part of that process, pick appointment slots and have those automatically scheduled into contractor systems
  • A Message Center allowing PA to send tailored alerts to users
  • Staff login functionality enabling staff members to log in as a resident to guide them through transactions and tasks

20%

of all repairs raised via My PA

20k

average logins per month

50%+

PA households with at least one member signed up

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The impact: Constantly driving digital innovation

My PA has been built to meet core accessibility standards, ensuring all residents can access the services available. From multi-lingual translation and browse aloud settings, to adhering to clear design principles for a simple and easy-to-use interface. 

 

Recent improvements this year include upgrades to the payment portal, a My PA and CRM integration for improved data integrity, and new COVID-related services such as self-isolation and in-app communal notifications. 

 

Another new feature is the My PA Marketplace, where customers with their own business can advertise it to other My PA users – offering discounts if they wish. This supports the ‘Be Your Own Boss’ training courses PA is running and further demonstrates their commitment to put residents first.

My PA Case Study

The Prodo team behind the project...

It's a bit of a cliché, but we really are a little family! With over 50 members, so maybe not that little... We love bringing clients into our world and creating strong, lasting relationships that encourage transparency and collaboration.

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