OneVu – Digital Self-Service Tenant Portal

Using the OneVu product from IEG4, HousingIS has designed a self-service Tenant Portal.

In best practice, a digital self-service transaction collects the minimum additional data from the client required to deliver the service effectively and complexity is hidden or eliminated. The primary purpose of the transaction becomes the fulfilment of the service, not a means to gather in more information to fill the organisation’s view of the customer.

In OneVu, what is already known from sign-on is built on and only that which is needed to be gathered to fulfil the service request is gathered.  Using this design approach, the functionality provided by OneVu broadly splits into 4 main areas:

1.    Simple client account creation

  • Using an email address/password and email confirmation.
  • Using an email address/password and email confirmation.

2.    Online client area where they can:

  • View service requests in progress (partially completed forms).
  • View completed forms.
  • Search for / view all forms provided.
  • Pre-populate the online forms they complete using the data captured when they created their account
  • Track the progress of a report/application/request they have made.

3.    Digital workflow engine to allow:

  • Staff to set up stages of all service requests e.g. for an application for affordable housing, the steps might be: (i) reviewing the form, (ii) checking any evidence and (iii) making a decision, which in turn can be seen by clients to track the progress of their request.
  • Request information from the client, which is instantly available in the client’s account meaning staff could technically remove paper-based requests for information entirely across all housing related services.

4.    Customer Services View

  • This allows customer services staff to access client accounts and back office information without needing to login to the back-office housing management system.
  • Calls or requests can be logged by service area and by type within that area.
  • All contacts are held in one place irrespective of the channel of access.


Forming part of the OneVu Tenant Portal is Request-a-Repair.

Request-a-Repair is a web-based, interactive software application, designed to enable people with limited maintenance knowledge to quickly identify and log repair requests over the Internet.

It may be used by tenants and non-technical staff who handle service requests.

Using an extensive suite of quality diagrams, the application makes the process of requesting a repair simple, easy and accurate.


  1. Enables tenants and staff to quickly identify and log repair requests via the Compass web site
  2. Interactive and visual with minimal text
  3. High quality repair diagrams – point, click and select
  4. Easy to use for people with limited maintenance knowledge
  5. Improves accuracy work requests
  6. Enables tenants to make informed decisions about repairs and maintenance.  (Note this is a Performance Outcome (2c) of the National Regulatory System for Community Housing)
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