Member Article

New digital services to improve customer experience for housing association tenants

Manningham Housing Association (MHA) has launched a new digital platform to enable tenants in Bradford and Keighley to access its wide array of services at any time of the day.

The MyMHA portal was developed after the association asked customers about their online experience and what digital services they could benefit from.

Tenants can now carry out a series of tasks online including paying their rent, booking a repair, checking due dates for gas and electricity safety checks and keeping updated on MHA’s extensive calendar of events.

They can also interact with an innovative chatbot facility which can answer questions and offer advice to users in more than 160 languages.

Ulfat Hussain, MHA Deputy Chief Executive and Director of Operations, said: “MyMHA is the next stage in the roll out of our ambitious digital strategy.

“There has been a seismic shift in how our customers access services and we have sought to respond to this change.

“Despite the pandemic, our levels of customer satisfaction have remained at remarkably high levels over the last two years.

“However, we have listened to our customers, particularly younger customers. MHA previously worked on the assumption that our customers preferred to come into the office, often to pay their rent, but that has changed.

“Thanks to our new digital portal, everyone can access many more services online - but can still visit our head office if they would prefer a face to face meeting.

“The chatbot facility, together with our recently revamped and upgraded website, is cutting edge and provides instant answers to queries including a selection of self-help videos.

“We have also included a live-chat facility with the chatbot so our tenants can chat to us during office hours rather than call us.”

Barrington Billings, MHA Chair, said: “The portal is impressive and easy to use.

“It has been subjected to rigorous stress tests with MHA staff and board members invited to try to find areas where services could further improve.

“Thankfully, few teething problems were encountered but there can be no room for complacency and we will listen closely to the thoughts of our customers and conduct further internal testing.

“I am proud that MHA has taken another significant step in cementing our reputation as one of the most forward-thinking and customer-focussed housing associations in the country.”

This was posted in Bdaily's Members' News section by Barry White .