Housing association website with repairs request portal in London (2026)

The verdict in three sentences

For a housing association managing 14,000 homes, the website and tenant portal are an operations tool as much as a communications channel. A full project with online rent payment, tracked repairs requests and WCAG 2.2 AA compliance costs 80,000 to 150,000 GBP in 2026, with a 6 to 8 month timeline including procurement. The realistic target: 35 % fewer calls to the contact centre in the first full year.

Preparing the procurement: process, timeline and criteria

Since the Procurement Act 2023 came into force in February 2025, contracting authorities above the threshold of about 214,000 GBP including VAT (whole-life value, maintenance included) must run a competitive tendering procedure and publish notices on the Find a Tender service. Many associations of this size use a framework such as CCS Digital Outcomes or a sector framework, which shortens the process.

The specification should set out integration with the existing housing management system (NEC Housing, MRI, Civica Cx or equivalent), the online payment provider and account management for 14,000 households, a significant share of whom have no email address.

2026 budget: what each line funds

On top: application support of 1,500 to 3,000 GBP per month, certified hosting and payment provider fees of around 0.3 to 0.9 % per card payment. Accessibility is not optional: housing associations are expected to meet WCAG 2.2 AA and the Regulator of Social Housing's Consumer Standards require accessible information for tenants.

Where the 35 % call reduction comes from

Analysing call reasons at an association of this size shows repetitive requests: account balance, rent statement, repair status, fault reporting. Each one handled online must take under 3 taps on a smartphone, since 70 to 80 % of tenants connect on mobile. Tracking a repair with a notification at each stage (logged, contractor assigned, appointment date, closed) removes a large share of chase-up calls on its own, and helps meet Awaab's Law timelines on damp and mould.

Mini case study

Rachel, head of communications at a London housing association, runs a contact centre receiving 110,000 calls a year for 14,000 homes. The full cost of a handled call is estimated at 5.20 GBP. With a 120,000 GBP project and a 35 % call reduction, the association avoids 38,500 calls, about 200,000 GBP a year. After 27,000 GBP of annual support, the net gain is close to 173,000 GBP, and the investment is covered in under 9 months of operation, as an estimate.

FAQ

Do we need a full tender for an 80,000 GBP project?

Below the threshold of about 214,000 GBP, a full regulated procedure is not required, but your standing orders usually demand at least three quotes or a framework call-off. Including multi-year support often pushes the whole-life value above the threshold.

How long does the whole project take?

Plan 6 to 8 months from audit to launch, including about 3 months of procurement. A framework call-off can cut that by 8 to 10 weeks.

How do we handle tenants without email?

The portal supports login with tenancy reference and SMS code, and housing officers can create accounts in person. In comparable projects, 25 to 35 % of accounts are activated with assistance.

Is online payment expensive for the association?

Fees are around 0.3 to 0.9 % per card transaction. On an average weekly rent of 160 GBP, that is 0.50 to 1.45 GBP, usually below the cost of handling a payment by phone.

What accessibility level should we target?

Full WCAG 2.2 AA conformance at launch, verified by an independent audit costing 4,000 to 6,000 GBP. Publish an accessibility statement and a fix plan for any remaining issues.

Let's scope your project. Share your number of homes, your call reasons and your housing management system: we will help frame the specification and price a project between 80,000 and 150,000 GBP depending on scope. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.