28th January 2021
Council appoints Civica as technology partner for its ambitious digital first housing service transformation
Civica, a global leader in software for public services, has won a new £500K, five-year Software as a Service (SaaS) contract with London Borough of Redbridge for its cloud-enabled Cx Housing, Asset Management and Abritas homelessness software.
Following a competitive tender, the Council chose Cx to support its Housing team’s digital transformation agenda and deliver improved online services for over 3000 households. The Cx platform is an investment into modernising the housing service, bringing disparate systems into one single solution and creating better data insights to inform improved decision making.
Redbridge will use Cx to improve the customer journey via more insightful data analysis and identifying vulnerable tenants. For example, the Council will be able to identify people at financial risk more quickly and proactively intervene at an earlier stage. The Housing Needs software will help the Council tackle homelessness issues in the Borough.
Cx will also allow a more relationship-based way of working: increased automation for transactional elements of the housing service will give employees more time to talk directly to tenants, speeding up response times and resolving any issues quickly.
By moving from seven existing systems to just one, the Council will have quicker access to a single view of tenants and properties. Employees will be able to create enhanced reports and forecasts to bolster decision making and efficiency – and the long-term sustainability of the service.
A customer portal will boost customer’s online experience, by introducing repairs and service requests, rent payments and online applications.
The communications engine within Cx will also help Redbridge communicate better with its diverse population, with a range of language options. The platform can also link with third-party pictorial tools such as Repairs Diagnostics and so overcome any language barriers.
Ann James, Head of Housing Resources at London Borough of Redbridge Council commented:
We were looking for a partner organisation who would understand our needs and work together with us to realise our ambitious transformation vision for the housing service. The Cx digital platform is very intuitive and matches our requirements as a forward-thinking housing service looking to grow and make a real difference to customers and their communities.
Michelle Tyler, Director, Social Housing at Civica added:
We are delighted to partner with Redbridge on this major digital programme to transform the Housing service. Designed to deliver better and more responsive services for the Council’s diverse tenants, our Cx and Abritas software will support continued service improvements across the organisation for both tenants and employees, now and in the future.
Civica works with 400 UK social housing organisations, serving more than 5 million customers, with tenants accessing 500,000 housing services in the cloud. Cx connects data about residents and properties to help customers deliver the levels of service tenants expect and provides critical capabilities to help social housing teams be as efficient, productive and effective as possible.