In November 2025, we launched our new website, designed with residents, for residents. But this wasn’t a quick change. It followed a year of listening, research, and testing to make sure we created something that truly works for the people who use it most.
Back in 2024, we asked residents to share their views on our existing website. While 60% of respondents rated it as excellent, we knew there was more we could do to improve the experience. Residents told us they mainly used the website to engage with us, find information about their tenancy, and complete forms. These insights gave us a clear starting point.
To explore this further, we invited residents to take part in both virtual and in-person focus groups. These sessions helped us better understand what worked well and where improvements were needed. We also looked externally for inspiration, reviewing websites such as the NHS and major utility providers to identify best practice and features we could learn from.
Following this research, we developed a new website and launched it for testing in September 2025. Twenty residents took part in user testing, helping us understand how the site performed across different devices and how easy it was to navigate. We asked for feedback on areas including accessibility, search functionality, content clarity, and overall design.
The majority of testers were aged between 24 and 40 and based in the IP postcode area. Alongside this, our team members also tested the website to ensure it worked well both for residents and for colleagues supporting them.
The feedback we received was overwhelmingly positive. Residents told us the new website felt much clearer, more modern, and significantly easier to use than the previous version. Pages loaded quickly across devices, including mobile phones, and users found it straightforward to move between pages and find what they needed.
The search function was highlighted as a key improvement. Residents were able to quickly locate information and forms, such as the “permission for improvements and alterations” form, which had previously been difficult to find. One resident shared that they used to rely on saved emails to access certain forms, but could now find them easily through the website.
Navigation and layout were also praised. The cleaner design, clearer fonts, and more accessible colour choices made content easier to read, while reducing the clutter that some users had experienced on the old site. Features such as the drop-down menu and clearly labelled sections helped residents quickly access the most commonly used information.
The introduction of the “myHavebury” link at the top of every page was particularly well received. Residents found it helpful to be able to quickly log in to their account to request repairs or check their rent balance. Other small but important features, such as click-to-call phone numbers on mobile devices, also improved the overall user experience.
Residents also noted the wide range of helpful information available, including guidance on damp and mould, pests, rent, complaints, and anti-social behaviour. The prominence of important links, such as domestic abuse support, was recognised as a positive step, although this also helped us identify areas that needed fixing during testing.
While most feedback was very positive, some residents highlighted the importance of ensuring the website works equally well for all age groups, particularly those who may be less confident using technology. This is something we will continue to review as we move forward.
Overall, the feedback confirmed that the new website is a significant improvement, more user-friendly, accessible, and aligned with what residents need.
This is not the end of the journey. We will continue to listen to your feedback and make improvements where needed, ensuring our website remains a useful and reliable tool for everyone who uses it.
Written by Lauren Eden