City of Lincoln Council chooses new housing platform

20th December 2022

City of Lincoln Council transforms housing services with new Civica cloud tech

  • Cx Housing platform will improve the customer journey for 8,000 residents of Lincoln’s council houses with enhanced self-service via new online portal
  • By harnessing new technology, Lincoln will significantly improve its service methodology and delivery
  • New cloud software will meet growing need for staff to work remotely and access real time data from any device.

City of Lincoln Council is set to move all its housing services to the cloud – transforming interaction with residents of Lincoln’s council houses.

The council, which manages approx. 13,000 assets (a mixture of homes and garages) across Lincoln, will implement Cx Housing Management, Cx Asset Management and Cx Contractor in a new five-year, £1M agreement with government technology leader Civica.

A long-term Civica customer, adding the full Cx platform will enable residents to manage their complete housing journey – from searching and applying for a home through to tenancy and maintenance – all in one place.

The new software will enhance the customer experience and improve satisfaction rates via better data management and analysis. It will design out waste and duplication of effort for employees – saving time and money by consolidating all current internal systems into one fully integrated platform across residents and assets.

Operating in the cloud, staff will have access to council data wherever they are – helping the council meet the need for remote and flexible working.

The new customer portal will offer access to all details; for example, council house residents can view rent statements, progress on repairs, or request a visit from the housing team at a time which suits. This will also support the council’s environmental goal to reduce paper use, potentially saving printing up to 55,000 rent statements every year.

The portal will also enable staff to respond to queries more quickly and reduce incoming calls – freeing up time to help those council house residents in need of additional support.

Frances Jelly,

Housing Business Support Manager,

City of Lincoln Council

This new partnership with Civica will help bolster our vision to provide housing which meets the varied needs of all our council house residents, build more sustainable communities and improve housing standards for everyone.

It’s vital that we can listen to and understand the council house resident’s voice more clearly.  We are working with our council house residents panel on this project to ensure we create a system which suits everyone – offering a single point of contact for residents to interact and solve any queries quickly and easily.

Michelle Tyler,

Managing Director, Social Housing,


Via our new partnership with Lincoln, we can support its goal to provide quality, affordable homes where people feel safe and can thrive.

Increased automation will save time and the new integrated platform will give officers that crucial, single view of each customer and their property. Vitally, the customer portal will allow the council to see and hear their council house residents’ views and adapt services in the best way for the future.