Improving our digital service offer At present, residents can use our Residents’ Portal to go online and report a repair, make a payment, view your rent account, update contact details and contact us. Through carrying out a resident feedback survey, residents told us that they would like an improved digital service offer, that allows you to do more online, so we are currently delivering a project to provide an improved digital service offer for residents. We are currently co-designing this service with residents. During March and April 2023, we worked with over 50 residents to gather feedback on how they would like each aspect of a digital service to look and function. We had some wonderful feedback from these sessions, including this comment below. “I think what I’ve taken away is the fact that Castles and Coasts haven’t just gone and done something and not included the people who rent from them. I think it’s very good that they actually went out of their way and asked and did marketing to see what we would like, rather than just put something up and expect us to get on with it.” Resident at a Newcastle session
Work will continue on this project, and we’ll involve residents again to trial any new digital platform and provide crucial feedback before we launch it.
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