For a little while, we’ve been wondering if we should be looking at creating a mobile app for tenants – as a mutual, we know the best way to find out is to ask.   

So, over the past few months, we’ve been asking tenants lots of questions to find out if it would be helpful, what would they want it to do.

---

Here’s what we asked, and the responses:  

Question: If we created a tenant app would you use it?

93.6% of people said yes and 6.4% said no.

The top 2 responses for answering no were:

- A preference for phone or in person contact

- Finds technology overwhelming or unnecessary

 

Question: What things would you be likely to use the tenant app for?

- Reporting a repair – 187

- Checking the progress of my repair - 156

- Making a complaint – 127

- Reporting Anti-Social Behaviour – 125

- Accessing my important documents (e.g. gas certificates, tenancy contracts, etc.) – 116

- Checking my rent balance – 114

- Paying my rent – 98

- Starting a webchat with us – 98

 

Question: Is there anything else you would use a tenant App for?

Preference for direct contact

- Speaking to my housing officer

- Easy access to contact MVH call centre

News and updates

- Updates on community events and services

- Membership newsletter

- General MVH updates

- Completing surveys and receiving feedback

Repairs and Maintenance

- Uploading photo for prioritisation

- Checking inspection dates

Support services

- Advice for financial difficulty

- Access to support teams for serious issues.

 

Question: Do you have any examples of other applications you think are easy to use?

- Banking apps

- Amazon

- Ebay

 

Question: What features would encourage you to use the app

- 68% said free to download

- 43% said easy to use

 

Question: Is there anything else you think we should be aware of?

Top responses here include:

- Accessibility – need for multiple languages, font sizes and dyslexia friendly fonts.

- Concerned about digital exclusion – lack of confidence for some in using the app, internet access and the importance of keeping the current contact methods open (i.e. reception and contact centre)

 

Question: Would you like to kept up to date on the progress of Tenant App?

- 85.9% of people said yes and 14.1% said no

---

Next Steps

We’re really excited to be working on the next steps with tenants. This will firstly involve few informal sessions over the coming weeks to chat and share ideas, learn more about the feedback and to help shape how the app looks, works, and will get tested.

 

Get involved

If you would like to be involved in the next steps of development, please get in touch with our Tenant Engagement Team at This email address is being protected from spambots. You need JavaScript enabled to view it. or TEXT 07866 052913.

Your input will be vital in making sure the app truly reflects the needs of our tenants - have your say!