The lettings onboarding process is really ingrained into the business, with multiple touchpoints all being manual and therefore costly. All of the applications were done via physical paperwork and each evidential document needed to be manually scanned and uploaded. 

Not only that, it was a long-winded experience for the applicant, with four face-to-face meetings having to happen for each and every one prior to tenancy commencement.

The digital solution itself was the tip of the iceberg when it came to the project as a whole: the preparation of data, internal buy-in, culture shift and planning formed a huge part of the planning and implementation.

The approach to digitising the lettings process took a real culture shift internally. With so many people being involved with a process that seemed to just ‘work’ to some extent, the team at Plymouth Community Housing had the job of gaining internal buy-in for this project. It was essential to get the potential efficiency savings and improvement in customer experience across to push this shift in culture through.

The importance and attitude change towards this project were helped by the pandemic. With those face-to-face meetings no longer happening, a way of assessing and onboarding applicants digitally now carried much more serious clout. To support PCH in their early conversations, we provided extended consultancy and a wireframe video to demonstrate the art of the possible.

From a customer experience perspective, it’s now much easier and more straightforward to apply for a home.

Applicants can work through the property forms at a time, pace and place that suits them. They’ll receive helpful information and reminders wherever relevant, ensuring the process is as frictionless as possible. 

User feedback has been really positive with people embracing the platform as their ‘go-to’ route for application.