Question 1

What is the active housing Resident Experience Platform?

Accepted Answer

The Active Housing Resident Experience Platform is a connected suite of digital self-service products built exclusively for the social housing sector. It covers the entire resident journey — from pre-tenancy onboarding through to day-to-day tenancy management, repairs and case resolution — delivered through a single, integrated platform rather than a collection of separate tools.

The suite includes Active Portal (a resident self-service portal and native app), Active Diagnostics (repairs diagnostics and self-appointment) and Active Onboarding (digital tenancy sign-up), each of which can be deployed individually or together as a connected platform. Active housing is a specialist resident self-service brand of Plentific, a leading property operations platform operating across the UK, US and Germany, managing over 1.7 million properties.

Question 2

Who is the Resident Experience Platform designed for?

Accepted Answer

The Resident Experience Platform is built specifically for UK social landlords — housing associations, local authorities and Arms Length Management Organisations (ALMOs). It is not a generic property management platform adapted for social housing: every product in the suite has been developed from the ground up in collaboration with social housing providers and their residents, reflecting the specific tenancy structures, regulatory obligations and resident needs of the sector.

The platform is suitable for organisations of all sizes, from smaller housing associations digitising their resident services for the first time to large providers managing tens of thousands of homes seeking to consolidate fragmented point solutions into a single connected platform. It is listed on the Crown Commercial Service G-Cloud procurement framework, providing a compliant route to purchase for all public sector organisations.

Question 3

Why does a connected resident experience platform deliver better outcomes than point solutions?

Accepted Answer

A point solution solves one problem in isolation. A connected platform solves multiple problems simultaneously — and creates compounding value through the data, workflows and resident relationships that flow between products.

In social housing, the resident journey does not start when a repair is reported or end when a payment is made. It begins before a tenancy starts and continues across hundreds of interactions over years. When the systems managing those interactions are disconnected — a separate onboarding tool, a separate portal, a separate diagnostics product from different vendors — residents experience friction at every handover, data has to be re-entered manually, and housing providers have no joined-up picture of the resident relationship.

Residents who complete their tenancy sign-up digitally through Active Onboarding are automatically provisioned for Active Portal access from day one — no separate registration, no duplicated data entry. Their first repair reported through Active Diagnostics is already associated with their verified tenancy record. This connected journey is only possible within a single platform; it cannot be replicated by stitching together products from different vendors.

Question 4

What is the relationship between Active Housing and Plentific?

Accepted Answer

Active Housing is the specialist resident self-service brand of Plentific, a leading property operations platform acquired in June 2023. The acquisition brought together active housing's sector-leading resident-facing products — portal, diagnostics and onboarding — with Plentific's wider property operations platform, which covers repairs management, contractor marketplace, compliance workflows and analytics.

For social landlords, this means the active housing Resident Experience Platform sits within a broader Plentific ecosystem. Organisations that use both can connect resident-facing self-service directly to back-office repairs operations, contractor dispatch and compliance management — creating a genuinely end-to-end digital experience from the moment a resident reports an issue to the moment it is resolved and evidenced. This depth of integration is a significant differentiator from standalone resident portal providers that have no connection to the operational back end.

Since the acquisition, active housing's resident portal solutions have grown from 400,000 to over 800,000 homes accessing services online, with clients including Peabody, Karbon Homes, Salix Homes, Great Places and Waltham Forest Council (Housing Digital, 2026).

Question 5

How can housing associations and local authorities procure the Resident Experience Platform?

Accepted Answer

The Resident Experience Platform is available on a SaaS subscription basis, with products deployable individually or as a connected suite. Individual modules — Active Portal, Active Diagnostics and Active Onboarding — can be adopted at any stage, making it possible to start with a single product and expand as the organisation's digital maturity grows.

For public sector organisations, the platform is listed on the Crown Commercial Service G-Cloud procurement framework under Plentific (formerly listed as Active Housing portal). G-Cloud provides a compliant, streamlined route to purchase that removes the need for a full tender process for eligible contracts. To discuss requirements, pricing and implementation timelines, organisations can book a scoping meeting directly with the active housing team.

Question 6

How does the Resident Experience Platform fit alongside existing housing systems?

Accepted Answer

The Resident Experience Platform is designed to sit alongside — not replace — a housing provider's existing core systems. It connects to Housing Management Systems (HMS), CRM platforms, Electronic Document Management Systems (EDMS), scheduling tools and payment providers via real-time APIs, meaning resident data is always drawn from and written back to the system of record.

This integration-first approach means housing providers do not need to migrate away from existing HMS or back-office systems to deploy the platform. Active Portal, Active Diagnostics and Active Onboarding each provide real-time integration with all major UK HMS providers, including Northgate and Capita Open Housing, and are built to work within an existing technology ecosystem rather than compete with it. For organisations on the Plentific platform, the resident-facing suite connects directly to Plentific's wider property operations layer — repairs management, contractor dispatch and compliance — creating a single data environment spanning the full resident and property lifecycle.

Resident self-service built for social housing.

Move contact away from the call centre

Improve your Tenant Satisfaction Measures

Empower every resident, on every device

One platform. Two product suites.
Full coverage of the resident journey.

How the platform works

Personalised to your residents

Real-time integration with your housing systems

Off-the-shelf, with a published roadmap

Backed by a proven Delivery & Client Success Team

How the platform works

Personalised to your residents

Real-time integration with your housing systems

Off-the-shelf, with a published roadmap

Backed by a proven Delivery & Client Success Team

Book a meeting

Frequently Asked Questions

Ready to get started?

Resident self-service built for social housing.

Move contact away from the call centre

Improve your Tenant Satisfaction Measures

Empower every resident, on every device

One platform. Two product suites. Full coverage of the resident journey.

How the platform works

Personalised to your residents

Real-time integration with your housing systems

Off-the-shelf, with a published roadmap

Backed by a proven Delivery & Client Success Team

How the platform works

Personalised to your residents

Real-time integration with your housing systems

Off-the-shelf, with a published roadmap

Backed by a proven Delivery & Client Success Team

Book a meeting

Frequently Asked Questions

Ready to get started?

One platform. Two product suites.
Full coverage of the resident journey.