Your Waterloo
An online portal for housing tenants to get information on, and report issues with their home.
Background
Waterloo Housing Group (now part of Platform Housing Group), had a grand plan to deliver a digital experience to their tenants, a vision far beyond most other housing associations in the UK.
They wanted to reduce pressure on their call centre by providing a way for tenants to engage with them online.
The Problem
Tenants cannot interact with Waterloo Housing without using the call centre. This is a costly and slow experience for both the tenant and the business.
Waterloo Housing Group already had many independent systems in place for tenants to use. Call centre staff could manage tenant data, request repairs, send messages to tenants, take payments, log feedback and register complaints for anti-social behaviour.
The input of data was completely left up to to call-centre operatives, and the work load was extensive. Tenants needed to call in to be able to use any of these services.
Waterloo Housing Group needed a way to reduce costs in the call centre, as well as provide a better, more efficient experience to their tenants. They created a digitisation project, and we were employed to develop the software to support it.
The Solution
A single pane of glass experience for Waterloo Housing Tenants, stitching together the many external systems.
Your Waterloo consists of a web portal and mobile apps for both Google Play Store and Apple App Store. The aim is to drive as much tenant communication as possible through the app and web, thereby reducing calls to the contact centre whilst allowing the tenants to communicate with Waterloo Housing Group 24hrs a day.
The platform provides a one-stop-shop experience to the tenant, stitching together the various systems already in use at Waterloo Housing.
Integrations with multiple external systems
Oneserve
Repair jobs are created automatically for contractors in both Open Housing and Oneserve, depending on the the tenant's location.
Open Housing
The source of all tenant data for Your Waterloo. Open Housing is used to retrieve tenancy information, log faults for repair and retrieve account statements.
Intercom
Intercom web chat allows users to get help at any time while using the portal. It can also collect important data for tracking user behaviour.
Allpay
Tenants can setup direct debits for future payments by accessing Allpay via the portal.
ReACT
Tenants can report anti-social behaviour in the app. This is reported directly to the Housing Officers who can review and progress the case.
Swordfish
New documents are created and added to Swordfish by repairs, feedback and ASB. Other documentation can also be downloaded via the portal.
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