Boligfy

Domea.dk approached Dwarf with the desire for a new digital self-service platform for residents that would not only provide them with much better digital service but also relieve administration and service centres of unnecessary phone calls and help keep costs and therefore rent, as low as possible.  

At the same time, the solution should support the democratic process, where residents communicate and make decisions through department and company boards. 

The solution became Boligfy, which is intended to be (and may already be) Denmark's best resident service. It brings together everything about the resident's housing and any board work into one platform and offers new and improved digital services. 

Residents are not forced onto the platform. They are enticed by better service so they prefer digital service over personal/phone service, just as most of us prefer mobile banking over going to the bank branch for most money matters. 

It is about leveraging digital opportunities, such as being able to inform faster than what is possible with physical notices and distributed flyers. Creating an overview, structure, and transparency in everything from the heating bill to residents' service requests so that residents always have the most up-to-date answer available on the platform - a kind of track-n-trace for administrative and artisanal services. 

With the new digital self-service platform, residents will spend less time calling about community-wide power outages, annual heating account refunds, or checking on old requests. This will free up time to address unique individual needs and provide personalized service to residents who are not comfortable using digital services. 

The solution is continuously being developed with new functionality, but as of early 2025, the most important resident services were:

• Notifications by email and SMS, for example if water, electricity, or internet is shut off.

• A service booking tool, allowing residents to book a craftsman if, for example, a window sticks, a drain leaks, or the intercom is broken — and subsequently follow the task.

• Administrative assistance and answers, for example if you have questions about the utility bill, wish to sublet or exchange a home, or apply for permission for pets or alterations to the home.

• Utility accounts for heating, maintenance accounts, and possibly laundry, clearly displayed and pulled directly from the ERP/administration system.

• All documents related to the tenancy and a consolidated inbox with messages from the administration and boards.

• House rules and help articles answering the most common questions residents have about the tenancy and the board.

• A cross-search function for help articles and board initiatives.

In the non-profit housing sector, the residents hold the power through department and company boards. Boligfy supports this work with a dedicated board area that is only accessible to residents involved in board work — both at the department and organizational levels. Here, boards can, among other things:

• Access, structure, and share documents.

• Send push notifications on the platform, by email, or SMS to all residents in a department or company.

• View key figures for departments and companies regarding finances, vacancies, maintenance budgets, user statistics, etc.

• Use a closed board area for individual department and company boards, where they can share documents.

• View, filter, and export resident lists, housing and rental data, etc.

• Access an area with sustainable and well-being-oriented initiatives for boards, collecting and sharing initiatives and experiences across all companies and departments within areas such as well-being and combating loneliness, recycling, green outdoor areas, biodiversity, etc.

The solution complies with the WCAG 2.1 level AA accessibility requirements and has also been tested by a representative sample of residents, who collectively gave the solution a System Usability Score of 86.1.  

We are proud of this rating, as well as the focus on digital inclusion, so that citizens who are exempt from MitID, for example, can still receive full digital service if they wish - and personal service when necessary. 

The solution went live on March 8, 2023 and is offered to all but must be selected by individual non-profit housing companies. Currently, Boligfy has been implemented in 16,000 out of 80,000 homes.