We've been shortlisted for Innovation of the Year!
2017 - September, Latest news
We are thrilled to announce that My asra has been shortlisted for Innovation of the Year at this years 24 Housing Awards!
My asra has gone from strength to strength over the past 12 months and continues to be the quickest and easiest way for you to manage your home online. With customers reporting quicker resolutions to their problems by using My asra, and now with the ability to diagnose and report a repair in under 2 minutes, it really is a far better option for our customers than having to telephone our Customer Contact Centre. Find out more about My asra by watching our video:
My asra has been created in response to the need to provide customers more choice in how they communicate and engage with our services. We feel it offers customers the quickest and easiest way to manage their home online, be it from paying their rent, or using a pictorial based diagnostic tool to raise repairs and choose a real-time appointment.
Since launching My asra in 2016, we have over 20% of our customers registered with roughly 100 new customer signing up each month. So far this represents roughly a 12% channel shift on customer behaviour away from phones and onto digital methods of communication, but we want more and are aiming to be at 50% by 2019.
The ability for customers to be able to pay their rent online and check all aspects with their accounts was one of the first aspects of My asra we set up which has had a huge impact on not only how our customers complete these transactions, but the amount of rent collected by the business. On average over £250,000 is collected monthly purely through online payments using My asra.
The introduction of repairs into My asra is one of the newer features we have implemented. Customers can self-diagnose, raise a works order and choose an appointment time which works for them from a live scheduling system. My asra is one of the first within the Housing Sector to offer a full end to end service of this kind and already we are seeing a 15% improvement in “First Time Fix” for repairs being reported digitally rather than over the phone.
Customers are at the heart of My asra and we value their feedback, so they have been helping us make decisions on which features to include and where improvements are needed. There insight has been invaluable and we have learnt the hard way that some of our assumptions on what we thought customers may want are not always correct.
I’ve been making suggestions on how some of the menus could be streamlined so it i really obvious where you are going, but in general it is so easy to use and I would certainly recommend it to all of our customers as the best way to contact PA Housing.Ashley Young, PA Housing customer
We are really proud of what we have achieved with My asra to date and with so many more features and improvements in the pipeline we are confident that we will continue to lead the way with our Digital Transformation and the way we provide services to our customers.
If you are not already registered why not give it a go and join the thousands of customer who are already part of our digital community by trying it today.