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11 Nov 2019

Gateway Housing Association is an ambitious housing association with 3,000 homes in the heart of London's East End with its focus on 'supporting communities to thrive'. It has been working with MIS-AMS to drive improvements in its offering to residents, engaging tenants directly in helping to shape the latest version of the customer portal on MIS-AMS ActiveH.

The new system will offer Gateway’s residents brand new capabilities, a new look and feel, as well as a simplified process.

Lynne Lee, IT Application Support Analyst, said "Gateway has grown steadily over the last five years, and as we grow, we continue to look for innovative ways to improve our tenant journey, asking those who’ll eventually be using it is the perfect way to ensure it meets our residents’ needs. Working with MIS-AMS we know we can continue to improve the portal together".

Gateway invited tenants to share their views on colour schemes, call to action buttons, layouts and much more. This information was then used to create the final system.

Lynne continued, "Our ultimate goal is to provide a higher quality service which is easier to use with greater focus on the needs of our tenants. Implementing the refreshed customer portal has empowered tenants and has given Gateway staff greater ability to solve issues, before they become problems".

Chris Mclaughlin, managing director at MIS-AMS said: "The team and I here at MIS are dedicated to making sure our clients give their tenants the very best level of service. We have liaised very closely with Gateway to create a system that will work just as the organisation needs it to across their business and daily tasks. Our system is resolving problems efficiently and costs can be driven down by offering digital alternatives to traditional methods".

Lynne added, "MIS-AMS takes the time to understand our organisational needs and we're excited to see what the future holds as we continue to drive digital transformation across the business. We're delighted with the new portal and so are our residents".

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