Digital customer experience

Digital Customer Experience | Human-Centred Design

Online services are user-friendly, accessible across devices, and provide timely responses, aiming for a seamless and efficient digital customer experience.

What does good look like? Our guide to creating digital standards and improving your skills, capacity and capabilities.

Core Services

  • A broad range of online services should be offered to meet the needs of residents. This could include online rent payments, maintenance requests, applications for housing, updates on housing policies, and community forums
  • Residents should have the ability to manage their housing services independently. This includes things like setting up automatic payments, updating personal information, tracking the status of maintenance requests, and renewing leases.

Communication channels and feedback

  • Mechanisms should be in place for users to provide feedback on services. This could be through surveys, user testing, or open channels for comments and suggestions.
  • All registered providers need to collect and publish Tenancy Satisfaction Measures on areas such as repairs, safety checks and complaints, to enable tenants to scrutinise their landlord’s performance, give landlords insight about where they can improve, and provide a source of intelligence about whether landlords are meeting regulatory standards.
  • Online platforms should provide communication channels for residents to contact the housing provider though multiple channels including email, live chat, or a ticketing system for service requests.


Security and accessibility

  • Services offered should be reliable, secure, and user-friendly. The website, portal or app should be consistently available, load quickly, and protect users’ personal data. Compliance with GDPR data protection regulations is essential.
  • Online services should be accessible to all residents, regardless of their level of digital literacy. This includes a user-friendly interface, availability on multiple devices (desktop, mobile, tablet), and provision for those with disabilities in line with web accessibility standards.
  • Support should be available to users of online services. This might include online help content, tutorials, or a dedicated support team reachable via phone or online channels.



The Marzipan Way is a framework for managing digital transformation in social housing. One page, one section or the whole set of standards, there is something to learn for everyone.

If you would like to learn more, please contact for a free, no obligation conversation.



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