We‘re delighted that almost 73% of our customers are now registered to use our updated MyKarbon customer portal, allowing you to manage your homes and tenancies online or via our mobile app whenever it suits you: including making rent payments, viewing account information, updating your personal information and reporting and managing repairs.
In October 2025 we upgraded our legacy portal to a modern, web-based self-service platform.
More than 18,000 users migrated onto the new system within two weeks of launch and portal registrations have since increased from 27% to 72.7% of all tenancies.
Today we have close to 30,000 registered portal users, 44% of customer interactions are now digital, and the number of repairs requests submitted digitally has increased by 114% compared with the previous portal.
Lou Woods, Head of Customer Experience at Karbon Homes, said: “We want our customers to be able to self-serve and complete everyday tasks related to their tenancies quickly and easily online, and for us to deliver an efficient and transparent service. We recognised that to do this we needed to replace our existing customer portal with a modern, scalable solution that would integrate with our existing systems and evolve as customer needs changed."
Working with technology provider, Plentific, the new platform integrates our existing payments and housing management systems, so that customers can access live information and complete tasks digitally from start to finish.
Customers have been really positive about the new portal, telling us: 'It's quick and simple to use, everything's in one place' and it's 'much easier than ringing up to report a repair'.
A big benefit of the new platform is that we’ll be able to continue building on it: adding new services and functionality in response to changing customer and business needs. Already we have launched a mobile app, and we hope that prospective customers will soon be able to complete their sign-up journey digitally on the same platform too.
Lou Woods added “One of Karbon’s key strategic aims is to deliver excellent customer service and this new portal has a fundamental role to play in enabling us to achieve this. We have worked on this project with our new Digital Experience Network (DEN) an online community of Karbon customers who are helping us to shape the future of our digital services."
If you would like to get involved with DEN and make a difference, please register your interest using the button below.”
Register your interest
We‘re delighted that almost 73% of our customers are now registered to use our updated MyKarbon customer portal, allowing you to manage your homes and tenancies online or via our mobile app whenever it suits you: including making rent payments, viewing account information, updating your personal information and reporting and managing repairs.
In October 2025 we upgraded our legacy portal to a modern, web-based self-service platform.
More than 18,000 users migrated onto the new system within two weeks of launch and portal registrations have since increased from 27% to 72.7% of all tenancies.
Today we have close to 30,000 registered portal users, 44% of customer interactions are now digital, and the number of repairs requests submitted digitally has increased by 114% compared with the previous portal.
Lou Woods, Head of Customer Experience at Karbon Homes, said: “We want our customers to be able to self-serve and complete everyday tasks related to their tenancies quickly and easily online, and for us to deliver an efficient and transparent service. We recognised that to do this we needed to replace our existing customer portal with a modern, scalable solution that would integrate with our existing systems and evolve as customer needs changed."
Working with technology provider, Plentific, the new platform integrates our existing payments and housing management systems, so that customers can access live information and complete tasks digitally from start to finish.
Customers have been really positive about the new portal, telling us: 'It's quick and simple to use, everything's in one place' and it's 'much easier than ringing up to report a repair'.
A big benefit of the new platform is that we’ll be able to continue building on it: adding new services and functionality in response to changing customer and business needs. Already we have launched a mobile app, and we hope that prospective customers will soon be able to complete their sign-up journey digitally on the same platform too.
Lou Woods added “One of Karbon’s key strategic aims is to deliver excellent customer service and this new portal has a fundamental role to play in enabling us to achieve this. We have worked on this project with our new Digital Experience Network (DEN) an online community of Karbon customers who are helping us to shape the future of our digital services."
If you would like to get involved with DEN and make a difference, please register your interest using the button below.”
Register your interest
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