Customers are now receiving an UPGRADED My Home experience — our online portal that allows customers to manage their bills and account details.
The redesign was developed in response to customer feedback and evolving regulatory requirements. The new system includes a number of immediate improvements, including:
- A fresh new look and feel
- A significantly improved mobile experience, with the site now fully optimised for mobile browsers
- Simpler, more intuitive navigation
- Expanded finance and building safety information for customers
The upgrade supports our wider digital strategy to improve the customer experience, and reflects our commitment to listening to customer feedback and investing in the improvements that matter most to them.
In practice, this means:
- A faster, easier experience for customers managing their account on the go
- A simpler journey that encourages self-service, reducing the need for customers to contact us directly
- Better alignment with evolving regulatory requirements, including around building safety
- Greater efficiency, as customers can more easily find information and complete tasks online
