In our last email newsletter, sent in June, we asked you what you thought about our online tenant portal, My Cairn.
The survey received 38 responses. Thank you to everyone who took the time to fill it in. Well done to Marilyn Russell from Cambuslang who is the winner of our £50 voucher.
Are you signed up to My Cairn?
What do you like most about it?
Half of all responses said they liked how easy it was to use. Some of the comments said:
|It’s easy and convenient way to make contact, when you have a busy working and social life|
|The simplicity and ease of use. Everything is at your fingertips|
|I can pay my rent, talk on chat if I have any problems, report any repairs|
|Being able to check rent balance, pay rent and send messages online to Cairn|
|Easy to use and available 24/7|
|The portal is easy to use and more convenient than waiting for the next available advisor on the phone|
What don’t you like about it?
67% of responses stated they were satisfied with it. However, those who weren’t said:
|The fact when you report a repair you don’t know if you have read it, as there is nothing just a blank space until the repair is done.|
|It is really slow|
|Having it in an app format would be nice but overall, it works well enough|
|If I had to make a negative comment, I enjoy speaking to people and at this juncture I have to say that the staff are excellent.|
|I actually have to say, it would be easier if it was an app as having to try remembering your sign in details on a webpage is so annoying, if it were an app, you could save them and would be so much easier.|
What puts you off signing up for or using My Cairn?
The most common issue for tenants was that they didn’t know how, with 50% of responses giving this reason. Overall, half of tenants who responded to this survey were already My Cairn users. Usability was rated as its best feature. The main barrier preventing our respondents from signing up to My Cairn was that they didn’t know how to.
What are we going to do with this information?
Since a few tenants expressed confusion about how to sign up or use my Cairn, we’ll get in touch with them individually with instructions on how to use the platform. We will look to improve some of the functionality tenants referenced in their responses such as there not being confirmation that repairs have been logged. We will also investigate whether it is feasible to introduce an app for tenants to use.”