Empowering Tenants with the BHM Web Tenant Portal
Good communication between Community Housing Providers and their tenants is essential to providing an effective housing service. Tenants need easy access to information about their tenancy, a straightforward way to report issues, and convenient ways to keep their contact details up to date.
The BHM Web Tenant Portal gives tenants a simple, accessible online interface for managing many of their day-to-day tenancy needs — while giving housing teams greater visibility and control over the information and requests coming into the organisation.
Designed to work across devices, the portal can be accessed from a computer, tablet or mobile device.
A clear view of the tenancy
When a tenant logs in, the portal provides an immediate overview of their tenancy.
The landing page brings together key information including:
- Property details
- Tenancy agreement information
- Contact details
- Current rent position
- Agreement ID
- Information about how to make rent payments
Where rent is overdue, a prominent notification can alert the tenant and encourage them to contact their housing manager. This makes important information visible immediately, rather than relying on the tenant to find it themselves.
Housing providers can also configure payment information so that tenants can easily see where their rent should be paid.
Simple online maintenance requests
One of the most useful features of the Tenant Portal is the ability for tenants to raise maintenance requests online.
Rather than having to make a phone call or find another way to report an issue, tenants can create a request directly through the portal. They can provide:
- A title for the issue
- A description of the problem
- An optional photograph
A tenant can make a report, describe what has happened and attach a photograph to help the housing team understand the problem.
Once submitted, the request is available to the housing team for management through BHM Web.
Tenants can see what’s happening
The process doesn’t stop when a maintenance request is submitted.
Tenants can see their existing maintenance requests and track their progress, including completed requests and relevant dates. This provides greater transparency and reduces the need for tenants to contact the housing office simply to find out what is happening with a previously reported issue.
For housing teams, this can also help reduce routine enquiries and give tenants greater confidence that their requests are being managed.
Easy access to transactions and statements
The portal provides tenants with access to their transaction history, including payments and charges.
Tenants can also access their tenant statements once they become available and download them directly through the portal.
Giving tenants direct access to this information makes it easier for them to understand their account and obtain information when they need it, without requiring staff to produce statements manually.
Keeping contact details up to date
People move, change phone numbers and change email addresses. Keeping tenant contact information accurate is therefore an important part of managing a tenancy.
The Tenant Portal allows tenants to submit requests to change their contact details. They can see their current details as well as previous requests.
Importantly, changes can be subject to a verification process.
When a tenant requests a new email address, a verification code is sent to the new address. The tenant enters the code to confirm that they have access to that email account before the request is passed to an administrator for approval or rejection.
A similar process can be used for phone number changes using SMS where the SMS service is configured.
This provides a balance between tenant self-service and appropriate administrative control.
Administrative approval and audit trail
Tenant-initiated contact changes don’t simply overwrite information in the system.
Administrators have a dedicated view of current change requests, where they can review and either approve or reject requests. Once approved, the tenant’s contact details are updated, with tracking information recording who reviewed the request and when it was completed.
This provides housing providers with greater control over changes to important tenant information while still allowing tenants to initiate the process themselves.
Communicate important information directly to tenants
The Tenant Portal also provides housing providers with a flexible way to communicate notices and important information.
Administrators can create notices that appear as banners within the tenant portal and can target them to particular areas of the portal.
For example, if scheduled maintenance is taking place, a notice can be displayed within the maintenance request area to provide relevant information to tenants. Notices can also be scheduled to automatically turn off after a specified time.
This provides a practical way to communicate temporary or targeted information without requiring a separate communication process.
Automated overdue reminders
BHM Web can also be configured to send overdue rent reminders to tenants.
Administrators can configure the reminder settings and the email wording used for these communications.
This helps housing teams maintain consistent communication with tenants while reducing the need for staff to manually initiate every reminder.
Flexible administration and control
The Tenant Portal includes administration options that allow each housing provider to configure how the portal operates.
Administrators can manage:
- Tenant Portal access
- Payment information displayed to tenants
- SMS gateway configuration
- Verification-code settings
- Email message content
- Overdue rent reminders
- Tenant notices and their display periods
Portal access can also be disabled when required, preventing tenants from accessing the portal until it is enabled again.
A better experience for tenants — and housing teams
The real advantage of the BHM Web Tenant Portal is that it brings together self-service, communication and transparency in one place.
For tenants, it provides convenient access to information about their tenancy and gives them a simple way to:
- Check their rent position
- View payment information
- Raise maintenance requests
- Attach photos to maintenance requests
- Track maintenance progress
- View transaction history
- Download tenant statements
- Request changes to contact details
- Receive important notices
For housing providers, it provides a controlled way to manage these interactions while giving staff greater visibility of requests, approvals and communications.
Moving towards better tenant self-service
The Tenant Portal is designed to make routine tenancy interactions easier for everyone.
By giving tenants direct access to information and straightforward tools for submitting requests, BHM Web helps shift routine interactions from manual staff processes to convenient digital self-service — while retaining the controls and oversight that housing providers need.
The result is a more transparent tenant experience, better access to information and a more efficient way for Community Housing Providers to manage everyday tenant interactions.