Rent Accounts

The challenge

Tenants and leaseholders in Hackney Housing had to call the contact centre to check their balance before making a payment.

Our approach

We performed over 20 hours of user research during the development of a digital service to enable tenants (and later leaseholders) to manage their rent accounts.

The result

In the first three months, over 8,000 tenants used the service to check their balance, with over 1,000 making a payment online – resulting in significant cost savings and improvement to the experience for tenants.