The verdict in three sentences
A custom tenant portal costs EUR 40,000 to 90,000 (about GBP 34,000 to 77,000) in 2026, depending on the number of modules and the depth of integration with the housing management system, with a 4 to 6 month timeline. The three features that bring calls down are repair requests with photos, online rent payment and document access (rent statements, tenancy letters). For a landlord with 8,000 homes, a 30% drop in calls typically pays back the project in 18 to 24 months.
Modules and their cost
The customer services director of a housing association receiving 25,000 calls a year has to prioritize. The modules below are priced for a stock of 5,000 to 15,000 homes, as 2026 estimates.
| Module | Indicative cost excl. VAT | Impact on calls | Priority |
|---|---|---|---|
| Core: accounts, authentication, profile, responsive | EUR 10,000 to 18,000 | Low | Essential |
| Repair requests with photos and tracking | EUR 8,000 to 16,000 | High, 35 to 40% of calls | Phase 1 |
| Rent payment (card, direct debit, reminders) | EUR 6,000 to 12,000 | Medium | Phase 1 |
| Documents: rent statements, receipts, letters | EUR 4,000 to 8,000 | High, 20% of calls | Phase 1 |
| Housing management system integration (accounts, tenancies, repairs) | EUR 8,000 to 25,000 | Prerequisite for everything else | Phase 1 |
| Messaging and SMS or email notifications | EUR 3,000 to 6,000 | Medium | Phase 2 |
| Satisfaction surveys, enhanced accessibility (WCAG 2.1 AA) | EUR 1,000 to 5,000 | Low | Phase 2 |
| Total | EUR 40,000 to 90,000 | About 30% fewer calls | 4 to 6 months |
System integration is the most variable line: a housing management system with a documented API costs two to three times less to connect than a connector built on file exports.
Custom build or vendor module
Several housing management software vendors offer a tenant self-service module. The choice depends on how much control you want over the experience and roadmap.
| Criterion | Vendor module | Custom portal |
|---|---|---|
| Initial cost | EUR 10,000 to 30,000 | EUR 40,000 to 90,000 |
| Annual cost | EUR 0.20 to 0.35 per home per month | Maintenance of EUR 8,000 to 15,000 |
| Journey customization | Limited | Full |
| Time to launch | 2 to 3 months | 4 to 6 months |
| Adding new features | Per vendor roadmap | On demand |
| 5-year cost for 8,000 homes | EUR 106,000 to 198,000 | EUR 80,000 to 165,000 |
Above 5,000 homes, the per-home subscription often makes custom as cheap or cheaper over 5 years, and you own the code.
Mini case study
Laurent, customer services director of a public housing provider in Rennes, manages 8,000 homes and receives 25,000 calls a year. Each call costs about EUR 6 (8 minutes at EUR 45 per loaded hour). The portal, priced at EUR 65,000 including system integration, plus maintenance of EUR 12,000 a year, targets 30% fewer calls: 7,500 calls and EUR 45,000 saved per year. Add 2,500 paper rent statements removed per month at EUR 0.90 each: EUR 27,000 more. Net annual gain: EUR 60,000. Payback in about 13 months. A UK housing association of similar size will see comparable ratios.
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FAQ
What budget for a tenant portal in 2026?
Plan EUR 40,000 to 90,000 for a custom portal integrated with your housing management system, then EUR 8,000 to 15,000 a year for maintenance. A first phase limited to repairs and documents can start around EUR 35,000.
How many calls does a portal really save?
Landlords launching a portal with repairs, payments and documents typically see 25 to 35% fewer calls after 12 months, provided they actively promote it to tenants.
How do we serve tenants who are not comfortable online?
Phone and front-desk channels stay open. A simple, accessible journey and in-person help let you reach 40 to 50% of tenants registered within two years.
Do we need a mobile app?
An installable responsive web app (PWA) is enough in most cases and avoids EUR 15,000 to 30,000 of native development plus app store overhead.
What launch timeline should we expect?
Four to six months in total: 4 weeks of scoping, 3 to 4 months of development and system integration, then a 4-week pilot on a sample of estates.
Let's scope your project. We scope your tenant portal, modules, system integration and phases, between EUR 40,000 and 90,000, for launch in 4 to 6 months. 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.
