A digital transformation project for Johnnie Johnson Housing has enhanced the lives of the affordable housing provider’s residents.
Acknowledging a need to innovate its service provision, the digital first approach has been tackled to improve the lives of over 7,000 residents, providing them with a better, more convenient and flexible service which is fit for the 21st century.
Together with its sister company Astraline, provider of technology enabled care services, Johnnie Johnson Housing appointed digital agency Mediaworks to explore a united approach.
Digital marketing agency Mediaworks were tasked with developing a fully responsive website, portal and downloadable app, which would be accessible on mobile devices, provide tracking data and goals for Google Analytics, Facebook, and Pixel, and complying with industry-agreed usability and accessibility standards.
Since launching on 30 June, 2021, Johnnie Johnson Housing’s updated customer portal has experienced a 732% surge in new users.
Some 857 first time users logged onto the provider’s new web portal, with 2,750 users in total accessing the new portal since June.
The number of online sessions has also jumped 4.7% from 41,622 between April to June to 43,578 from July to September, while more than 260 people have downloaded the new Johnnie Johnson Housing app.
Steve Allcock, director of data and digital transformation at Johnnie Johnson Housing, said: “I’m extremely pleased that our new website, portal, and mobile app is off to a great start with traffic and audience heading in the right direction.
“Our new digital services position Johnnie Johnson Housing right at the forefront of technology and provide the level of self-serve experience that customers expect in the 21st century.
“As well as delivering a new website, portal, and native mobile app, our customers can also enjoy our new property letting site, which allows customers to search, find and apply for an affordable home – all online!”
Since the launch of its new online property lettings in May, Johnnie Johnson Housing has seen a stark increase in applications for housing each week, jumping from 45 per week up to an average of 82.2 applications.
A total of 2,427 housing applications have been received, which would account for 6,377 being housed through successful applications.
The automated process means twice as many applications can be dealt with every week, with just 51 applications since May being finalised over the phone with support from its Customer Services Hub.
Allcock added: “I’m very confident that customers will love our new services and that these platforms give them the 24/7 flexibility to manage their homes, their way, whether it’s making payments, accessing tenancy information or booking and tracking a repair.”
The new digital space has been built with a number of accessibility tools, which make for easier navigation around the site; paying bills, requesting support on repairs, and accessing the property letting system to search and apply for properties, have never been easier.
Repairs partner Fortem has also taken a digital approach to its service, providing new ways of working with new online repairs reporting, real time ‘On My Way’ engineer tracking and a remote assistance video tool to help understand and solve customer queries faster.
As well as digitising much of the customer engagement, Fortem has also deployed Microsoft Teams access for all tradespersons to improve office / field collaboration and has taken over control of Johnnie Johnson Housing’s 24/7 customer hub.
Steve Gayter, director at Fortem said: “By embracing the technology available to us and adapting it to suit the needs of the customer, we’ve been able to increase productivity and produce a quicker turnaround in our repairs and maintenance service.
“Working with likeminded partners like Johnnie Johnson Housing means we can invest in technology to produce the best possible service for their residents.”
Johnnie Johnson Housing has also been shortlisted for Digital Landlord of the Year at the UK Housing Awards.
Allcock added: “As well as managing a broad and diverse project like this, our colleagues at Johnnie Johnson Housing, along with our friends at Mediaworks, have had the small matter of a global pandemic to navigate.
“The teams have worked 100% virtually with focus, at pace and have worked exceptionally well together.
“Our launch in the summer is just the start of our bold ambitions to position Johnnie Johnson Housing as market leaders in digital innovation within the sector.”
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