Do it online
Digital services offer a fast, reliable way to manage your account at your own convenience, with no need to meet face-to-face. Did you know that online transactions take less time and cost us less? The more services we can move online, the more we’re able to invest in other areas like our Be Kind fund.
Last year, we gave our website a refresh to make it easier for you to find useful information about your tenancy and our services. We also introduced new services to MyCKH, including the option to make a payment. We started contacting more of you by text and email when we need to get in touch about your account as it’s a lot quicker and more convenient than sending a letter. For example, we know there’s a lot of information to absorb when you move into a new home, so now we send emails to new residents in the first few weeks of their tenancy to make sure they have everything they need to manage their account, look after their home and access our support services.
By the end of the year, we were sending out more copies of Keylines by email than in the post for the first time, which is great for the environment too!
Our employees are also doing more things online and we’ve invested in the rights tools and technology so that they can spend more time out and about making sure your neighbourhoods are well-maintained.
What’s next for online services?
Digital services helped thousands of you to safely manage your accounts from home when the UK went into lockdown. We recognise how important it was to be able to offer choices that allowed you to protect yourselves and your loved ones as well as benefit from all of the convenience online options offer. We’re planning how to bring you more services online, to make it even quicker and easier to maintain your tenancy with us as well as access the support you need. During 2020/21 we plan to launch a new online training service, bring more services into MyCKH and train more of our teams to answer your questions on Live Chat.
Already this year, we’ve introduced the option to set up a Direct Debit payment using MyCKH. All you need to do is tell us how much you want to pay and how often and give us your card details which are handled securely by our safe online system. We’ve also launched our new Lettings service online, with residents looking to move or take part in a mutual exchange now able to complete an online application form. As we continue to develop new services, we’ll be taking a ‘digital-first’ approach to help make it easier for you to manage your account your way.
Of course, we’ll always make sure that our most vulnerable residents have the support they need to access services in other ways as we know that online doesn’t work for everyone.
What you say about our online services
"Spoke to an extremely helpful and informative gentleman who emailed the information I needed within minutes."
"Very polite and prompt service. It's the first time I've used the email option to report a repair."
"They were very helpful, responded to my email and gave me regular updates."
"The person I emailed with was absolutely lovely, understanding and very polite."