Southern Housing streamlines digital services and scales self-service platform with Plentific
Following a 2023 merger, Southern Housing expanded its use of Plentific’s platform across 80,000 homes, transforming repairs and tenancy management.
Customer Background
Southern Housing is one of the UK’s largest housing providers, formed through the 2023 merger of Southern Housing Group and Optivo. The organisation manages approximately 80,000 homes across London, the South East, the Isle of Wight, and the Midlands, serving over 167,000 residents. Their mission is to provide safe, affordable homes while improving the customer experience through digital innovation.
We’ve been working closely with Plentific for over five years now, and have always found them a fantastic partner to work with. You have played a crucial role in the successful implementation of a number of projects - your ability to seamlessly transition between projects, ensuring that we are fully resourced and equipped, has been instrumental.
We have several more projects in the pipeline, and the entire team look forward to continuing our partnership with you. We are confident that our collaboration will continue to yield positive results and further strengthen our ability to deliver exceptional services to our residents.
- Sharon Bartlett Head of Delivery, Southern Housing Group
The challenge
In late 2019, prior to their merger with Optivo, Southern Housing Group approached Plentific to streamline their repairs process and improve customer experience. Southern Housing's residents were required to call contractors directly to book repairs, often facing long wait times and confusion about which number to dial. The existing customer portal had low adoption and couldn’t integrate with the three contractor scheduling systems in use, leading to inefficiencies and frequent call centre overload.
In addition, Southern Housing had just launched a new integration platform, Boomi, as part of their integration strategy. Plentific would be the first of SHG’s suppliers to integrate Boomi.
The solution
Plentific launched Phase 1 in 2020, delivering a user-friendly platform that enabled residents to diagnose, report, and book repair appointments independently. This reduced no-access incidents and improved customer satisfaction. Phase 2 followed in 2021, introducing the Plentific Resident Portal, which allowed residents to manage their tenancy and property through one unified system.
Plentific continues to collaborate with Southern Housing on a continuous improvement program, adding new features and refining the platform based on resident feedback.
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
Today, Southern Housing residents can easily manage their tenancy and report repairs through the Plentific Resident Portal, which has seen over 20,500 registrations and between 27,000–30,000 logins per month. Nearly 1,500 repairs are now logged online each month, significantly reducing reliance on call centres and freeing up resources to focus elsewhere in the business. This shift has not only saved time but has also enhanced resident satisfaction and streamlined Southern Housing’s operations.
"We couldn’t have done any of this without you – and we really didn’t understand until quite recently how instrumental you would be to the success of the integration programme – having to get involved in pretty much every single project! Thank you for leaping the challenge (and our call for resource!!!)."
