Alliance Homes marks step change in customer service with new online portal
Monday 24 June 2024
Alliance Homes is proud to announce the launch of their new customer portal, Connect. The portal is a leap forward for their customers who can now use it to conveniently manage their tenancy online.
Connect has been built to make customers’ lives easier by giving them 24/7 access to many of the services they would usually need to call in for. Customers who register to access Connect will be able to self-serve on a variety of tasks including reporting repairs. Useful information about their tenancy is also accessible online in their own secure account.
Here are some key features of Connect:
- Report repairs: Tenants can easily report maintenance issues online, without the need to call in.
- Manage appointments: Customers can check times and manage appointments for repairs and inspections with just a few clicks.
- Check rent statements: Detailed rent statements are available at any time, providing tenants with up-to-date information on their accounts.
- Pay bills: The portal offers a secure and user-friendly way to pay their rent and service charges online, available 24/7.
- Access documents: Customers can easily see the documents that relate to their home.
- Live Chat: Message a member of our team during office hours.
Alliance Homes Chief Executive, Louise Swain, commented on the launch: “The customer portal is part of Alliance Homes' commitment to enhancing the customer experience. So many of our customers are used to the convenience and ease of carrying out many of their daily tasks online, so it makes sense that they should be able to manage their tenancy online too.”
“Of course, we’re still here for customers who are welcome to call us or visit in person. Connect is simply another flexible option they can choose.”
Before the official launch, the portal was thoroughly tested by members of Alliance Homes’ customer research panel, Hive. Their valuable feedback was used to refine Connect and its features, making sure it was ready to roll out to all customers.
One Hive panel member with early access to Connect was Alliance Homes customer, Samantha Lee. She said:
“Connect makes life simple, it couldn’t be easier. It’s changed how I manage my tenancy - anytime I want, all I need to do is log in and it’s all there for me in one spot. It’s a good service and easy to use, even for someone like me who’s not great with technology."
Throughout June and July, Alliance Homes is sending each customer a secure personal registration link via email, text or letter. Customers can gain full access to the portal by following the link, setting a password and confirming their details.
For more information about Connect or to get assistance with registration, customers can visit www.alliancehomes.org.uk/connect or call 03000 120 120.