17th April 2023
North Wales Housing picks Civica cloud platform to improve residents’ experience
- New Civica Cx Housing platform will support strategic aims for better customer and employee engagement
- Software as a Service (SaaS) model will support business resilience, safer homes and future growth
- Resident panel helped choose new provider as part of a detailed assessment process
Founded in 1974, NWH provides homes and delivers services to over 2,700 households across North Wales. The organisation has expertise in homes for Older Persons, offering housing options for those aged 55+, including Extra Care schemes. Much more than bricks and mortar, NWH is a regional market leader in vital areas such as Supported Housing, providing housing and services for vulnerable people including the homeless, and people with drug, alcohol, and mental health problems.
With customer service at the heart of the new implementation, NWH conducted a series of demonstrations with customers who were engaged as part of the assessment process and will also input into the design and build of a new portal. Residents will be able to self-serve at the most convenient time, with more automation allowing employees to spend more time with people in need of further help.
NWH will benefit from improved business resilience and security in the cloud with better access to data to make more informed investment and operational decisions. The Civica platform will also support the organisation’s aim to build 500 extra homes over the next five years.
Finance and Resources Director,
North Wales Housing
We were looking for a new housing system which was simple to access and use for our customers and our staff. Our aim is to further improve customer and staff satisfaction and we see the Civica platform as paramount to this.
That said we recognise this is not an ‘IT’ project but more a cultural transformation project for our organisation. Staff engagement so far has been fantastic; we believe this is the key to a successful implementation.
Divisional Managing Director,
Social Housing, Civica
Our Cx platform will help improve the quality of data in the system allowing a single view of customers and allowing better and more efficient decision making. We’re very pleased to be supporting NWH in this long-term partnership, using our SaaS cloud technology to share all future benefits as we evolve the platform together.