Digital Ease and Accessibility
At Settle, we're committed to creating initiatives that are led by residents, for residents. Together we want to define "what good looks like" and make sure the outcomes are shaped by your ideas, experiences and priorities.
April
Thank you for all the feedback you shared on our digital services. We're pleased to share we received a total of 67 comments from 17 survey responses. Your contributions are essential to improving our services, and creating an improvement action plan based on your suggestions.
📢 Here's what we heard:
There were three main themes raised by residents when asked ‘what do you find most frustrating about our digital services?’ These were:
- Technical issues and reliability
- Navigation and ease of use
- Digital inclusivity
A note from Ebonie Dunstan - Digital Experience Partner
"Thanks to everyone who shared feedback to help improve our digital services! We’ve listened, and we’re pleased to share that the updated design for your resident portal is now complete. After thorough testing, it’s been approved by our colleagues - but most importantly, by the Voice of the Resident Panel, ensuring it truly meets residents’ needs.
And this is just the beginning! There’s more to come as we continue to enhance the portal and improve your experience with our digital services. Take a look below to see what’s next..."
Reliability, ease of use, and inclusivity
| You Said... | What we're doing now... | What's next... |
|---|---|---|
| Sometimes the portal doesn’t work when I try to report a repair | We’ve redesigned the resident portal to make it easier to report and track repairs without needing to call our Customer Hub. | We’re working to improve the repairs section so residents can add comments about their repairs and receive confirmation that we’ve received them. |
| We’re also exploring ways to display a longer history of completed repairs on the portal. | ||
| You find it difficult to find what you need on the website or portal | We’ve improved functionality across our website, especially for mobile users, so you can self-serve with confidence and manage your housing needs more efficiently. | |
| You’d like to be kept informed when you report an issue online | We’ve added a tracker to the portal, so you can see where your report is in its journey at any time. | We’re working on improving how residents report complaints or ASB concerns through the portal, ensuring a safe and secure way to raise issues based on their nature. |
| We’re currently testing email and text updates to keep you informed at every stage of your report. | ||
| The website isn't very accessible | We’ve partnered with UserWay to make our digital services more accessible. This includes features like a screen reader, language translation, adjustable font sizes, and colour adjustments. You can learn more about UserWay here. | |
Previously...
Between April and October 2024, we received valuable feedback from residents, helping us identify the digital areas that matter most to you. We gained this feedback through Tenant Satisfaction Measures (TSM's), transactional surveys, complaints, Big Door Knocks, Neighbourhood Action Weeks, and more.
📊 Our scores as of January 2025:🐣
We're always looking to improve our digital tools to make it easier for residents to self-service and manage their Settle home online. Currently, 50% of residents have an online account, and our goal is to increase this number by empowering more residents to feel comfortable and confident using our digital services. This survey will give us valuable insights into what matters most to you and will play a key role in shaping our digital strategy and priorities for 2025.
🔍 Here are the four key themes that were previously highlighted from residents' feedback:
- Improving the resident self-service experience
- Improving the look and feel of the website
- Improving communications with email confirmations
- Making it easier to report issues such as Anti-Social Behaviour (ASB)
The Voice of the Resident panel are currently working on improving online accessibility issues related to Anti-Social Behaviour (ASB), after identifying a lack of information and difficulty in reporting ASB online. We understand the importance of having clear and simple information accessible to all when you need it most. That's why we're committed to making our digital services easier to navigate for residents.
We asked residents to let us know if they agreed with the five key areas above, or if they'd like us to focus elsewhere.
A message from Ebonie Dunstan, Digital Experience Partner
"We're committed to putting you, the residents, at the heart of everything we do. Your feedback through this survey will help us shape a smoother, more user-friendly online experience—making it easier for you to find the information you need and manage your tenancy effortlessly. Let’s work together to create a digital experience that truly works for you!"
At Settle we are relentlessly resident focused. Our aim is to provide homes residents are proud of and build communities that are welcoming to all.
Our 2030 plan has been developed by feedback from residents, colleagues, and local partners with priorities and commitments shaped by what we know is important to you. Improvement Plans empower you to have a say in how we deliver our 2030 vision.
We believe that working together with residents, colleagues and the community we can create real opportunities for positive, lasting change.
