Poole Housing Partnership selects Civica to improve resident services

Five-year partnership to supply latest housing management software to transform service delivery for social housing customers

29 June 2016, London: Civica, a market leader in critical software applications, digital solutions and outsourcing, has entered a strategic partnership to provide its integrated Housing Cx system for Poole Housing Partnership (PHP), a housing company owned by Borough of Poole. Supporting PHP’s strategic business transformation, the solution will improve the customer experience, introduce more streamlined ways of working for its staff and deliver better, more efficient services for managing over 5,200 Borough of Poole homes.

Civica Housing Cx delivers the flexibility to meet the changing needs of the housing market. It will enable PHP to automate and streamline processes to spend more time helping its residents. The system will also allow PHP to instantly find customer information, previously siloed within over 700 separate documents amongst different departments. This will free up more time for staff to spend with residents and allow managers to monitor and adjust staff workloads and operational performance more efficiently.

Su Spence, Director of Finance and Resources at Poole Housing Partnership Ltd, explains: “We believe passionately in providing excellent customer services, and feel confident that our new partnership with Civica will allow us to continue delivering just that. We now have a state-of-the-art and flexible solution, that will evolve with us and the needs of the people we serve. The new system will enable us to offer our residents the same level of service as any leading consumer brand.”

Civica Housing Cx allows all information about residents to be quickly and easily accessed from one place, including details of all contact with the organisation and services received. Additionally, it supports resident interaction and enables them to automatically receive communications through their preferred methods. The system offers tenant and supplier portals, allowing tenants to access services and communicate directly and repair contractors to update on progress on the spot.

Jeff Hewitt, Executive Director, Housing & Asset Management at Civica, says: “The housing sector is being squeezed from both ends – with dwindling financial support and growing demands from increasingly diverse and vulnerable citizens. Poole Housing Partnership is a best-practice example of how to use digital solutions to positively transform a business in order to face today’s challenges and those of the future. We’re thrilled to work with PHP to implement Civica Housing Cx solution, which has been specifically designed with this in mind.”

In the last three months, Civica Housing Cx has also been chosen by Barrow in Furness Borough Council, Central and Cecil Housing Trust and Orwell Housing Association to improve service delivery and efficiency and to collect and use data more effectively. At the same time, Local Space and Prospect Community Housing have both recently gone live with Cx and are already seeing the benefits of having all housing management information in one place, enabling them to deal quickly and effectively with a wide range of enquiries at the first point of contact.

The work that was put in by Civica staff over the past month or so to resolve our issues and work with us to go live has been exceptional. We are delighted to be live with Cx, and already staff are excited at the possibilities that this will bring for improving the service we provide to tenants.” 
Brendan Fowler, Director, Prospect Community Housing