.

Civica drives digital approach for The Community Housing Group to help maintain its viability and independence

Civica’s cloud-based Cx Housing & Keystone asset management platform will consolidate internal database systems, boost employee and customer communication and drive further digital innovation

The Community Housing Group (TCHG) has signed a £490K, five-year partnership with Civica, a market leader in business-critical software applications, digital solutions and managed services, to implement its scalable cloud-based Cx Housing and Keystone Asset Management platform.

As one of Worcestershire’s largest social housing providers, TCHG is an independent housing association that manages more than 6,500 homes. Through implementing the new Civica systems, TCHG will be able to make more informed business decisions through proactive analysis and reporting. It will also provide a better customer experience, maximise employee productivity and deliver time and financial savings, as part of a wider digital transformation programme.

With the aim of keeping its 90% customer satisfaction score, TCHG needed greater data insight to better communicate with customers and deliver more effective and personalised services. The cloud-based housing solution will allow TCHG’s employees to access and update tenant information anywhere, anytime and on any device – helping the team to deliver responsive tenant services in the community with real-time information at their fingertips.

By integrating Keystone Asset Management, TCHG will have a customer-centric, single-view of all tenant and property interactions. As well as streamlining the data of all the housing group’s property assets, Keystone provides management reporting so that TCHG can pull intelligent data insights more easily and act upon them swiftly.

The introduction of Civica’s digital platform will provide the flexibility to integrate other technologies and business systems to create a more unified business model, which is scalable to support TCHG’s future growth plans. TCHG will be able to increase process automation, boosting employee satisfaction by reducing monotonous tasks. Further investment in innovative technologies will help to overcome sector challenges and attract new employees into the organisation.

Mel Bailey, Project Manager for The Community Housing Group said: “After careful consideration, we chose Civica’s Cx and Keystone Asset Management platform as they provide the integrated management capabilities we need to make our processes more customer-centric and help drive long-term efficiencies. We needed a solution where our employees and customers could engage in a more flexible and agile way whilst also allowing us to integrate new and emerging technologies in the future.”

Ray Brookes, Group Chief Executive, The Community Housing Group said: “We are looking forward to working with Civica on the implementation of our new integrated business solution as it will help support us in achieving our ambitious goals, including more than 50% of our customers transacting online and increasing our group operating margin by 25% by 2021.”

Jeff Hewitt, Executive Director of Housing and Asset Management, Civica, added: “We are delighted to be partnering with TCHG to help deliver on its ambitious targets. Cx Housing and Keystone will enable TCHG to work in a more agile way, engaging with tenants more easily and responding in real-time to provide a better housing service provision.

“Employees will benefit from mobile and flexible working practices, now essential in today’s world and crucially in community-based service provision. We look forward to helping TCHG on its journey towards becoming a truly digital-first housing provider.”