Back

New ways to self serve – more choice, more flexibility

21 May 2026 - News
You asked for more flexible, digital ways to access our services, and we’ve listened.
We’re pleased to announce the launch of our new chatbot, offering a convenient and simple way to get help and resolve simple queries online.
This new self serve option gives you more flexibility, so you can sort out simple matters at a time that suits you, without waiting for assistance.
woman looking at phone

What do we mean by self serve?

Self serve means you can do straightforward tasks yourself online without needing to wait to speak to someone.

You can use self serve to:

  • Get answers to common questions

  • Check information or updates

These options are available 24/7, not just during office hours.

What’s new?

Using the chatbot, you can:

  • Report a cleaning issue

  • Check your balance

  • Get help with rent and service charge queries

  • Request a document

You’re always in control

Self serve is there if you want it, but it’s never your only option. You can leave the chatbot at any time and choose to speak to a person. Our team is still available during normal office hours, just as before.

What customers told us

We’ve tested these new services with customers to help make sure they’re simple, clear and easy to use. Customers told us they value having more choice, getting help at a time that suits them, and knowing they can still speak to a person if needed.

Andy was one of a panel of our customers invited test the chatbot and give feedback.

Andy said, “I was pleased to be invited by A2Dominion to test the new chatbot.

“It was clear that customer insight and involvement in the project is a central part of what they are aiming to achieve.

“The new chatbot will streamline the process by which customers can log issues of all types, from technical [issues] to anti-social behaviour and everything in between.

“Testing this new bot showed me how simple it is to use and how effective I expect it will be once it is introduced.”

Paul Dempster, Director of Customer and Digital Contact, said:

“Chatbots are our next step in improving our digital services. They make it quicker and easier for customers to get help. It’s an exciting time as we continue to build services that offer more choice and are easier to access. These changes support our wider commitment to delivering a better, more consistent customer experience.”