Thrive Homes drives digital adoption with Plentific’s tenant self-service suite
Thrive Homes enhanced the tenant experience with Plentific's customer portal, diagnostic, and permissions tools—achieving over 1,500 sign-ups in under three months.
Customer Background
Thrive Homes is a UK housing association that owns and manages more than 5,000 properties across Hertfordshire, Bedfordshire, Buckinghamshire and Oxfordshire—some of the country’s most expensive regions to live. With a clear mission to provide safe, affordable housing and responsive services, Thrive is committed to embracing digital transformation to meet the evolving expectations of its tenants.
"It is a good tool and will be useful in finding information rather than requesting it from Thrive’s offices"
- Thrive Homes tenant
The challenge
Before partnering with Plentific (formerly Active Housing), Thrive was using a customer app developed by a third-party supplier. The app had drawn mixed feedback, prompting the organisation to rethink its approach to digital service delivery. Thrive set out to build a more intuitive, feature-rich platform that customers would not only use—but enjoy using.
Creating a genuinely user-friendly self-service experience was essential. The new portal needed to offer practical functionality for managing tenancies and repairs, while also integrating with Thrive’s existing systems and workflows. The pressure was on to deliver value quickly and hit an ambitious target of 1,500 new user sign-ups before the end of March 2021.
The solution
Thrive implemented three of Plentific’s digital tools: a customer portal, a repair diagnostics tool, and a platform for managing tenant requests. These products were tightly integrated with Thrive’s housing management system, Aareon QL, to deliver a seamless end-to-end experience.
Despite challenges posed by the COVID-19 lockdown, the project was delivered using an Agile approach, with strong collaboration between teams and regular feedback from tenants to shape the final product. To encourage registrations, Thrive embedded a preview version of the diagnostics tool on its website—giving residents a glimpse of the portal’s functionality before signing up.
Staff were also empowered to manage portal content, repair scripts, and requests in-house, supporting long-term flexibility.
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
The project launched with all three Plentific tools live from day one, and early signs of success were immediate. Thrive reached its target of 1,500 portal registrations ahead of schedule, ending March 2021 with 1,560 sign-ups.
Feedback from tenants was overwhelmingly positive. Testers described the portal as “easy to use”, “well laid out” and a clear improvement on the previous app. Many commented that it helped them save time and reduced the need to call in.
Thrive now offers a modern, digital-first experience that gives tenants more control over their homes and tenancies, while staff benefit from more streamlined, automated processes. The project demonstrates what’s possible when user-led design, smart integration, and a commitment to digital service come together.
