Orbit customers are now benefiting from a new sector-leading digital tenancy sign-up process.
Orbit, the 39,000-home housing association, has created ’Orbit Move’, in partnership with Prodo Digital, to provide a faster, easier and more efficient way to complete the sign-up process. A responsive website and mobile app help staff and customers complete the process in five simple steps.
Unlike other digital sign-up platforms in the sector, Orbit Move is an end to end process that covers all customer touchpoints, produces electronic documentation including digitally-signed tenancy agreements, and populates the existing housing management system.
The new tool supports Orbit’s ambition to achieve 75% customer transactions online by 2020, as well as delivering efficiencies and an improved customer-focused service.
Reducing manual administration for housing officers allows staff to work more efficiently and focus on the individual needs of customers.
Heather Lloyd, Orbit housing officer in Bexley, said: “I was really excited to be the first housing officer at Orbit to help a customer complete their new tenancy using Orbit Move; it is really user friendly and enabled me to spend more quality time with my new customer.”
After the initial data collection and assessment stages, customers use an online interactive map to help them understand the rights and responsibilities included in their tenancy agreement, in their own time.
Orbit Move was trialled across the business throughout December and became Orbit’s standard lettings and allocations system from 1 January 2016.
One of the first customers to use Orbit Move said: “I found the process really easy to follow, with support from my Housing Officer. It’s clearly going to make a big difference for staff and customers as it’s such a quick and simple process. It’s great to know if there was anything I didn’t understand I could speak to the Customer Service Team using the web chat service.”
If customers prefer to speak to an advisor, support is still offered over the phone. Where customers are unable to undertake the online process themselves then staff will do this with them and will discuss the options available to help them improve their digital skills should they so wish.
Kevin Hornsby, Head of Housing, said: “We’re delighted to be pioneering the use of technology to enhance and streamline our customer experience and improve ways of working for our staff. A lot of hard work and cross-team working has allowed us to deliver a successful product, and we are already seeing the difference it is making to our staff and customers.
“A further research project will now take place to explore further opportunities and ways to overcome digital barriers, helping more customers to access and benefit from our online services.”
Once people have completed the Orbit Move process, they can access the My Account area of www.orbit.org.uk to view charges, payments and statements, report repairs, provide feedback and lodge complaints.
You can watch a video overview of the process at www.orbit.org.uk/orbit-move