Livin Transforms Repairs Journey with Plentific’s Self-Service Platform
By adopting Plentific’s diagnostics tool and an Agile delivery approach, Livin streamlined its high-volume repairs service—cutting appointment booking time to just 30 seconds and boosting tenant satisfaction to 98%.
Customer Background
Livin is a County Durham-based housing association that provides over 8,400 homes across the region. With a strong commitment to delivering high-quality, customer-focused services, Livin’s mission is to create sustainable communities where tenants can thrive. The organisation supports a diverse range of customers and is continually investing in innovative ways to enhance the tenant experience.
Driven by a digital-first strategy, Livin has placed customer empowerment at the centre of its service delivery. This focus has led to the adoption of modern, self-service technologies aimed at improving efficiency, accessibility, and satisfaction across key services such as repairs, tenancy management, and communications.
"Active Housing encouraged collaboration from day one, working professionally and willingly with other suppliers, adopting new ways of working where appropriate and knowledge sharing with all parties to achieve shared objectives and deliver on time. They would dial into weekly stand-ups virtually, fulfilling the relevant Agile project roles and responsibilities and offering solutions to remove barriers."
- Anna Robson, Livin
The challenge
Livin identified a growing demand from tenants to manage their tenancies online, particularly via mobile devices. User research revealed that customers wanted more control, flexibility, and convenience—especially when it came to reporting and scheduling repairs. With around 25,000 repairs reported annually, the existing process—largely reliant on call centres—was time-consuming for both tenants and staff, creating inefficiencies and increasing operational pressure.
To meet these expectations and align with its digital-first strategy, Livin needed a solution that would not only deliver a seamless, self-service experience for tenants but also integrate with multiple existing systems and third-party contractors. The challenge was to deploy a robust, user-friendly platform quickly and efficiently, while maintaining service continuity and improving customer satisfaction.
The solution
To address these challenges, Livin partnered with Plentific to implement its self-service repairs solution, formerly known as Active Diagnostics. Designed to support high-volume repair services, the tool offers 24/7 access to an end-to-end online journey—enabling tenants to diagnose issues, view appointment availability, and book repairs in just a few clicks.
Plentific worked closely with Livin, adopting an Agile delivery approach that included weekly stand-ups and strong collaboration with key partners such as Mears and Housing Insight. The solution was integrated with Orchard’s housing management system, Mears’ MCM scheduler, and the PanConnect portal to deliver a fully connected digital experience. A phased rollout allowed for continuous testing and refinement, ensuring a smooth transition and early wins for both tenants and the organisation.
Plentific’s offering
Flexibel unterstützt
Egal, ob Sie Wohnungseigentum, Mietobjekte oder Gewerbeimmobilien verwalten – unsere Cloudlösung können Sie für verschiedenste Aufgaben nutzen.
Schnell einsatzbereit
Plentific lässt sich leicht an bestehende Lösungen anbinden, etwa an Ihre Hausverwaltersoftware. Ebenso einfach ist das Onboarding für die Nutzer.
The results
Just eight months after launch, Livin’s new self-service repairs platform delivered measurable improvements across customer experience and operational efficiency. Tenants could now report and book repairs online in just 30 seconds—down from an average of four minutes via phone—freeing up valuable time for both customers and call centre staff.
Adoption of the digital service was strong, with 60% of all repairs transactions moving online. Customer satisfaction with the repairs app soared to 98%, reflecting the ease and convenience of the new system. The Agile approach also enabled Livin to rapidly implement ongoing improvements based on user feedback, reinforcing a culture of continuous enhancement. The success of the project set a new standard for digital service delivery at Livin and showcased the value of collaborative innovation across housing, technology, and contractor teams.
