The verdict in three sentences
A custom tenant portal for a social housing landlord with 15,000 to 20,000 homes costs between EUR 60,000 and 150,000 excl. VAT in 2026, depending on how deeply it connects to the housing ERP and how many online services it offers. Landlords offering maintenance requests with photos and real-time contractor tracking generally see 25 to 35% fewer calls to their customer contact centre. For a Lille-based organisation receiving 70,000 calls a year, the investment usually pays back within 12 to 20 months.
Why technical calls swamp the switchboard
In a stock of 18,000 homes, a large share of calls are technical complaints: a leak, communal heating down, a lift out of service, a broken entrance door. Many of these calls are follow-ups: the tenant has already reported the problem and wants to know when the contractor will come. Each call costs an average of EUR 4 to 6 in agent time, and tenants sometimes wait more than 5 minutes on the line during cold spells.
A well-designed tenant portal tackles both causes. The online request, with a photo and precise location (building, stairwell, floor, room), reduces misdiagnosis and wasted visits. Visible tracking (request received, contractor assigned, appointment set, job completed) removes most follow-up calls.
| Feature | Expected effect | Development cost 2026 |
|---|---|---|
| Secure tenant account and documents (rent notices, certificates) | Less paper mail, fewer admin calls | EUR 12,000 to 20,000 |
| Maintenance request with photo and location | More accurate diagnosis, fewer wasted visits | EUR 15,000 to 28,000 |
| Contractor tracking and appointment booking | 40 to 60% fewer follow-up calls | EUR 12,000 to 25,000 |
| Online rent payment (card, direct debit) | Fewer short-term arrears | EUR 8,000 to 15,000 |
| Housing ERP connection | No re-keying of requests and accounts | EUR 10,000 to 40,000 |
| Post-job satisfaction survey | Contractor quality monitoring | EUR 3,000 to 6,000 |
| Installable mobile app (PWA) | Smartphone use, notifications | EUR 0 to 16,000 |
Three packages depending on the landlord's ambition
The ERP connection is the item that moves the budget most. The main social housing software packages expose APIs, but their documentation and access terms differ. A read-only connector (viewing the account and documents) is simple. A two-way connector that creates work orders in the ERP and pulls back their status requires several weeks of integration and testing.
| Criterion | Essential | Complete | Integrated |
|---|---|---|---|
| Budget excl. VAT 2026 | EUR 60,000 to 80,000 | EUR 85,000 to 115,000 | EUR 120,000 to 150,000 |
| Maintenance request | Form + photo | Form guided by fault type | Guided + work order created in the ERP |
| Contractor tracking | Status updated by the landlord | Dedicated contractor portal | Status synced in real time |
| Rent payment | Link to the bank's provider | Built-in payment | Built-in payment + instalment plan |
| ERP connection | Daily import | Real-time read | Read and write |
| Time to launch | 3 to 4 months | 4 to 6 months | 6 to 8 months |
| Annual maintenance and hosting | EUR 9,000 to 12,000 | EUR 13,000 to 18,000 | EUR 18,000 to 25,000 |
A social housing landlord is a public buyer: the project goes through a public tender, often an adapted procedure below EU thresholds. Allow 2 to 3 months of consultation before kick-off, and write specifications focused on usage (request types, volumes, statuses) rather than on a technology.
Accessibility and digital inclusion
Some tenants are elderly, uncomfortable with digital tools or not fluent in French. The portal must comply with the RGAA (the French accessibility standard), offer short mobile journeys and never remove the phone channel. Landlords that succeed run workshops at caretaker lodges or local branches during the first 3 months, and aim for 30 to 45% of tenants registered after one year.
Mini case study
Thomas, head of local services at a Lille social housing landlord with 18,000 homes, receives 70,000 calls a year, 60% of them on technical issues. He chooses the Complete package at EUR 110,000 excl. VAT, with EUR 16,000 of annual maintenance.
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Cautious assumption: 30% fewer calls, or 21,000 calls avoided. At EUR 5 average cost per handled call, savings reach EUR 105,000 a year. Net gain after maintenance: EUR 89,000. Payback: about 15 months. Freed-up agents focus on complex social situations, which the portal does not replace.
FAQ
How much does a tenant portal cost for a social landlord?
Between EUR 60,000 and 150,000 excl. VAT in 2026 for a stock of 15,000 to 20,000 homes. The gap mainly comes from the housing ERP connection, which weighs EUR 10,000 to 40,000.
What drop in calls can we expect?
Landlords offering online requests and contractor tracking generally see 25 to 35% fewer calls after 12 months. The result depends on the registration rate, which should exceed 30%.
Do we need a native mobile app?
Rarely. An installable web app (PWA) covers notifications and smartphone use for EUR 0 to 16,000, versus EUR 40,000 or more for two native iOS and Android apps.
Does online rent payment reduce arrears?
It mainly reduces short delays by letting tenants pay in a few clicks. Card transaction fees are around 0.2 to 0.5% of the amount depending on the bank contract.
How do we bring contractors on board?
A contractor portal lets them accept the job, set the appointment and close the intervention with a photo. Plan 1 to 2 training sessions per company and a commitment written into maintenance contracts.
Let's scope your project. Share the size of your housing stock, your ERP and your call volumes: we will price the right package, an indicative budget and a timeline compatible with your public tender. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
