Resident self service

Configure self service to decide which changes residents can make on their own in the customer portal. By enabling self service, you give your customers more transparency and reduce the load on your support team.

You can find everything related to self service in Configuration > Customer portal > Self service.
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Your customers can update their details in My details > Change details.
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Below is a list of all available options and how your customers see them in the customer portal.

Allow residents to start a move-in or move-out from the customer portal.

When this option is on, you can also turn on Make birthdate mandatory. This requires private customers to provide their birthdate before completing a move-in.
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Allow residents with an active contract to request a change to their advance amount.

Set the Adjustable range to define how far the amount may move from the current advance. Choose the range type, then enter the minimum and maximum values. For example, a percentage range of 90% to 160% lets the resident select an amount between 90% and 160% of their current advance.

Turn this option off when advance changes should only be handled by your team.
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Allow residents to update their title and initials.
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Allow residents to update the billing address used on invoices. This does not change the supply address.
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Allow residents to update their communication email address. The email address used to sign in to the customer portal cannot be changed here.
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Allow residents to update their telephone number.
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Allow residents to change their communication language in My details.
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Allow residents to manage their payment method and bank account number (IBAN).

When this option is on, changes are recorded in the activity feed and the resident receives a confirmation email after submitting a change.

You can also turn on Only SCT → SDD to allow a change from SEPA Credit Transfer (SCT) to SEPA Direct Debit (SDD), but not the other way round.

How the mandate is recorded

When a resident switches from bank transfer to direct debit in the customer portal, they enter their IBAN and tick the box confirming they authorise the automatic collection of amounts due. Without that checkbox, they cannot save the change.

After saving, the following happens in Zero Friction:

If the resident later changes their IBAN, the old mandate is cancelled and kept in the mandate history, and the new IBAN is given a new mandate with a new mandate number. If the IBAN stays the same, the existing mandate simply remains active.

Your Creditor ID is on your company account in Zero Friction. It is sent to your bank in the collection file with every collection, together with the mandate number and the mandate date.

Is a signature required? No. The SEPA rules do not prescribe any particular form of signing. What matters is that, as the creditor, you hold a complete and demonstrable mandate. Zero Friction keeps track of the mandates and their history, and thereby acts as your mandate register.

Allow residents to select or change the day of the month on which their direct debit is collected.

Turn this option off when the collection day is set and managed by your team.
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Your customers always receive a confirmation email when a change is made.

You can customize these emails in Configuration > Templates > Customer portal.
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Residents can view the latest available meter reading for their contract, including the reading date, meter serial number and reading source. When no reading is available, the portal shows an explanation instead of a zero value.

You can find this in Consumption > Measurements.
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No. Residents can only use the self-service options you have enabled. The available actions can also depend on the resident's contract.

No. The Email option changes the communication email address, not the email address used to sign in to the customer portal.

It allows a resident to change their payment method from SEPA Credit Transfer (SCT) to SEPA Direct Debit (SDD) only. It does not allow a change from SDD to SCT.

Yes. Residents receive a confirmation email after submitting supported payment-detail changes.

The option may be turned off, or it may not be available for that resident's contract. Check the self-service configuration before advising them.

Yes. A SEPA mandate does not have to be given on paper or with a signature, as long as it is recorded completely and demonstrably. As the creditor, you remain responsible for your mandates. Align your approach with your bank where necessary.

Yes. A resident can have a direct debit reversed within 8 weeks through their bank, without giving a reason. If they believe they never gave authorisation, this is possible up to 13 months after the debit. In both cases, the underlying invoice remains due.

On the customer's bank account in Zero Friction. There you can see the active mandate and, under the history, any previously cancelled mandates