Driving Resident Portal Adoption in Social Landlords: Practical Tips for Success After Go Live

For many social landlords, launching a resident portal feels like the finish line. You secure budget, select a solution, complete implementation, and go live. But the real measure of success starts after that moment. Are residents actually using it.

Digital engagement is now essential. It helps improve service delivery, reduces pressure on contact centres, frees up frontline teams, and supports compliance with evolving regulatory expectations. A portal that is live but not adopted will not deliver those outcomes. Adoption is what turns technology into better services and better homes.

Simply launching a portal will not change behaviour

Residents do not change habits overnight. Even with a well designed portal, many people will still call or visit in person because that is what they have always done. You will see an early group of confident digital users adopt quickly. Others will need time, reassurance and repeated prompts.

That is normal. It also means adoption needs a plan. The strongest results come from landlords who treat adoption as a structured programme, not a communications afterthought. And that programme should begin before go live.

Build awareness early using your trusted community touchpoints

Residents are already connected to you through channels they trust. Use them to build familiarity and interest ahead of launch. For example:

• Mentions on social media

• Leaflets included with rent statements or routine post

• Posters in communal areas, receptions and noticeboards

• Features in tenant newsletters and community magazines

Across the sector, around 30 to 40 percent of residents will naturally shift to online services. Early awareness pushes that baseline higher and shortens the path to critical mass.

Involving residents in the implementation process makes an even bigger difference. Their lived experience highlights barriers that staff may not see. Residents who help shape the portal often become informal ambassadors, especially in communities where peer recommendations carry weight. A small beta group can achieve the same effect while giving you real feedback before launch.

The natural and nudge model for resident engagement

From what we see across Plentific customers, the most successful adoption programmes combine natural contact points with thoughtful nudges. Heavy handed or forceful campaigns are falling away. Landlords are choosing an omnichannel approach that supports residents at their pace while still guiding behaviour change.

Use natural contact points

Start with the channels already built into everyday operations:

• Regular social posts

• Friendly messaging in routine letters

• Posters in shared spaces

• Clear promotion on your website

• Updates through existing email lists or SMS notifications

These actions are low cost and consistent. They build familiarity and keep the portal front of mind without creating pressure.

Nudge residents toward digital

Behaviour change often takes more than one reminder. Effective nudges include:

• Making new tenants digital first by default and supporting them through onboarding

• Offering phone based registration when residents call

• Providing more repair appointment options online than by phone

• Running targeted SMS or email campaigns for specific services

• Adding simple portal prompts to call handler scripts

• Using hold messages that explain self service benefits

• Hosting informal drop in sessions, coffee mornings or quick digital help clinics

Light incentives can also help. A prize draw, small voucher or community reward can significantly increase registrations, particularly where digital confidence is low.

Each of these nudges aligns with a wider shift in social housing. The goal is not to push residents away from human support. It is to create choice, remove friction, and make digital the easiest path for everyday tasks. That is how you deliver better outcomes for residents and protect staff capacity.

Where is your organisation on its digital journey

A resident portal is a powerful foundation, but it only creates measurable value when residents adopt it at scale. Without a clear engagement strategy, adoption can stall. That delays return on investment and keeps pressure on already stretched teams.

Planning early helps you reach critical mass faster. It lets your organisation modernise services, use resources more effectively, and focus human support where it has the most impact. In short, it helps you move from simply providing digital tools to delivering genuinely better living experiences.

If you are introducing a new portal or refreshing an existing one, Plentific can help you design an adoption approach that works for your residents, your stock, and your services.

Get in touch today.