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Case Study - Phoenix Community Housing

Transforming Customer Experience for Phoenix Community Housing

Summary
Read the case study, to find out how we addressed and provided solutions to Phoenix's challenges. 

Date
Febuary 2022

Active Housing helped Phoenix Community Housing transform their customer experience and reach new highs of adoption. 

Who is Phoenix Community Housing

Phoenix Community Housing is a not-for-profit resident-led housing association based in south London that owns and manages more than 6,000 homes. They are the first resident-led housing association in London, with a unique operating model which empowers tenants and leaseholders to take a central part in decisionmaking and enables them to become shareholders of the organisation. 

Project background

In early 2021, Phoenix came to us with a challenge: Despite being in existence for over ten years, their existing customer portal only enjoyed an adoption rate of 14% among tenants and leaseholders. 

Solution

To deliver on Phoenix’s ambitions, we knew several factors needed to be addressed, most notably ensuring that the new platform worked flawlessly with other back-office systems to give tenants, residents and staff the information and capabilities they relied on most. 

Conclusion

The results have exceeded all expectations. Within just ten weeks we had surpassed our six-month target of 10% of resident adoption, and within six months the platform had welcomed more users than its predecessor had received in ten years – an excellent achievement that all members of the team are rightly proud of.

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