West Kent HA enhances customer experience with smart Civica software

23rd September 2021

New platform to boost data connectivity and flexible working

West Kent Housing Association chooses Civica's smart software to enhance customer experience

  • Cx cloud software offers single solution for all housing needs 
  • Smart software will allow residents to report maintenance issues and securely access their financial information 
  • Innovation partnership to explore emerging technologies to help residents in future

West Kent Housing Association (West Kent) residents are set to benefit from services that are easy to access.

The association has agreed a new £830K, seven-year partnership with global software provider Civica for its cloud Cx Housing, Asset Management and Contractor Workforce.

The all-in-one housing platform will replace numerous systems and spreadsheets with a single cloud solution which delivers one source of data, improved automation and up-to-the-minute reporting.

West Kent was established in 1989 and now owns and manages more than 8,000 homes throughout Kent. The new platform will be used to support key activities including customer self-service, repairs management, tenancy enquiries and rent, arrears and service charge processes.

As part of West Kent’s key objective to move more services to the cloud, Cx will offer better connectivity. For example, repair engineers or tenancy services officers will have the flexibility to work anywhere, anytime, with all the information needed at their fingertips to resolve resident enquiries quickly and efficiently. Scheduling capability will give better visibility of repairs and maintenance needed – helping West Kent meet more than 74,000 annual resident requests.

Customers can complete more online such as upload images for repairs or report anti-social behaviour. Via an online portal, they can securely access their financial information, latest statements and book appointments.

The new partnership will also explore the latest technologies including AI, Virtual Reality, Building Information Modelling and Internet of Things to connect data further and enable more efficient planning and stock management.

Cathy McCarthy

Housing Director

West Kent

The real value of the platform is our colleagues will be able to spend more time adding value for our customers, particularly those in difficult circumstances. A single cloud system and better-connected data means we can see the full picture of a property or tenancy and act quickly to resolve any issues.

Our vision is to deliver places to live and space to grow for our current and future residents. We have ambitions to grow our portfolio to 10,000 managed homes by 2025 and begin to re-shape our property portfolio to better meet the current and future local needs across Kent and Medway. Civica’s housing system has the digital expertise to support us meet this goal.

Michelle Tyler

Managing Director, Social Housing


Our Cx digital housing platform will improve customer experience across West Kent. The online portal will make it easier for residents to get in touch and get a great service more quickly. By bringing in modern data capabilities, West Kent is taking a sustainable approach to efficient, data-driven decision making for residents now and in the future.