23rd March 2018

Civica wins five-year contract with EPIC Housing to drive self-service for tenants

Civica’s Cx Housing platform together with Financials software will streamline core processes and offer new online portal for tenants, while boosting mobile working

Civica, a market leader in business-critical software applications, digital solutions and managed services has won a new £323k five-year contract with Empowering People Inspiring Communities (Epic Housing) to implement its Cx Housing platform and Financials software, as part of EPIC’s drive to deliver a wide range of digital services by the end of 2018.

EPIC Housing serves almost 2,000 tenants in the Stoke-on-Trent area. With strong growth in its housing portfolio across a wider geographical area, a complete overview of its housing assets and financial management has become essential.

The web-based Cx Housing platform is set to improve the tenant experience by extending online services and reducing manual data entry for employees, freeing-up time for housing officers to spend more time in the community. The new online tenant portal will make it much easier for tenants to report issues such as repairs, check their rent balance and make rent payments. With young, working people making up 60% of its customer base, this increased flexibility will provide residents with the ability to contact EPIC at a time which suits, including outside of standard working hours.

Cx Housing will also transform operations for EPIC’s employees, bringing in mobile working for the first time. Accessible from any device at any time, it will help housing officers work smarter, with access to real-time data when visiting tenants as well as uploading any new tenant and property information on the spot.

Meanwhile, the centralised CRM database will also help EPIC’s office based employees to respond more quickly to tenant queries and ensure more efficient service delivery, as well as providing a way to analyse and segment data to build better targeted tenant communications.

As part of the roll-out, EPIC will implement Civica’s contractor Access Portal that will allow tenants to easily book appointments and check in on the status of a repair, and also enable all contractors and third parties to update and create a visible audit trail.

With powerful management reporting at its core, Civica Financials offers a comprehensive suite including general ledger, debtors, creditors, purchasing, asset management, budgeting and forecasting. By adopting Financials alongside the housing Cx solution, EPIC will also have access to an integrated, web-based financial management system to gather a real-time view on rent payments and arrears.

Daniel Glass, Finance Officer at EPIC Housing commented: “As we continue to grow the number of homes we offer throughout the region, it’s vital we streamline our back-end processes to drive both time and cost efficiencies. The more we can automate services and reduce manual entry, the more we can reinvest the time and money saved into further improving tenant services and our property portfolio.

EPIC’s Project Manager, Chris Smith also explained: “Civica’s Cx and Financials software stood out as it was inherently mobile and extremely easy to use. As a small organisation that is growing rapidly, we need to be able to adapt quickly to change without being hindered by large costs or reliance on specialist, external support. The flexibility of the platform means it can be built to meet our requirements both now and in the future.”

Jeff Hewitt, Executive Director, Housing & Asset Management, Civica, added: “In today’s digital world, speed is paramount. People don’t want to wait, they want answers now. The new self-service offering will allow EPIC Housing’s residents to communicate how and when they chose, while the central tenant database will provide frontline employees with information at their fingertips to ultimately deliver customer-led insights in the future.

“We’re delighted to be supporting EPIC Housing on its digital journey and look forward to seeing the impact our partnership has on both tenants and employees in the months and years to come.”