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98% Customer Satisfaction with Digital Self-Service App

In February 2017, Thenue Housing launched its digital “app” providing a new way for customers to engage with the Association. The totally free Self-Service App uses the latest 1st Touch software from Aareon UK to offer a range of services via phones or tablets.

The App is fully integrated with Thenue’s Aareon QL Housing Management system which means tenants can view up to date transactions on their rent account and their repair history. Customers will also be able to report a repair, make a neighbour complaint and make a whole range of service requests - all of which immediately appear on Thenue’s system for action by staff.

By November 2017 more than 450 tenants have signed up to the App and Thenue have reported an incredible 98% customer satisfaction with over 60% reporting the app as excellent.

“Thenue has been developing our Digital Strategy which sets out in detail how we will maximise our residents’ access to the internet by supporting and encouraging them to go online. We also want to operate as efficiently as we can in line with our ongoing desire to deliver value for money in everything we do. The App is a brilliant way of moving forward digitally.” – Brian Gannon, Thenue’s Head of Housing and Community Regeneration.

“Thenue also believes that by providing our own online services for those customers who regularly use the internet, we will free up our staff resources to better assist those tenants that need one to one support from us.”

By November 2017 over 450 tenants have signed up to the App

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