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Sovereign launches online resident service portal

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Sovereign launches online resident service portal


Published by RoyP for Sovereign Housing Association in Communities and also in Bill Payments, Housing

Residents of Sovereign Housing Association will have the chance of going online to pay their rent, report repairs and check their tenancy information after the housing association launched its new self-service portal.

Residents who register for the MySovereign online facility before 14 December could win a number of great prizes, including an iPad3, an iPod touch or retail vouchers.

“With this portal, we are aiming to provide a consistent service that will enable our residents to access our services in a secure and user-friendly environment at a time that is convenient to them,” said Debbie Humm, Head of Sovereign Connect.

Last year, the various subsidiaries in the Sovereign Housing Group merged to form a single legal entity, Sovereign Housing Association. The MySovereign project is aimed at standardising the customer experience across all of the association’s regions and giving residents more choice about how they access services.

Sovereign, which owns or manages over 34,000 homes across Berkshire, Devon, Dorset, Hampshire, Oxfordshire and the West of England, currently receives over 230,000 phone calls, 18,000 e-mails and 17,000 written letters a year from residents, as well as huge amount of face-to-face contact.

“Our aim is to get 30 per cent of our contact with residents resolved via the self-service by April 2014. MySovereign will complement, rather than replace, existing ways of engaging with customers. But we expect those that are online will find it a much quicker and more accessible service,” Debbie Humm explained.

Around 200 users have been testing the new portal since August.

To register online, residents simple need their tenancy reference number and an e-mail address. They will then be able to:

  • Pay their rent and check their account balance
  • View their tenancy information
  • Report a repair and check the progress of planned repairs
  • View any planned work that has been scheduled and
  • View their gas service expiry date

Front-line staff will be trained to advise residents on how to use the site.

There are significant benefits for Sovereign: it will make it easier to manage workload and provide a more tailored approach to individual residents.

Given the large number of people who access the internet with mobile devices, Sovereign is developing an application version of MySovereign for smartphones, to be launched in 2013.

By the end of this year, Sovereign will also launch a new corporate website to replace the individual websites of its former subsidiaries.


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