Smart cloud tech to help vulnerable people live more independently at home

9th June 2021

Warwickshire Councils has agreed a three-year partnership with Civica, a global leader in software for public services.

Via its Home Environment and Assessment Response Team (HEART) partnership service between six local authorities, the organisation will implement Civica's Cx Housing Assistance cloud software to quickly meet housing assistance needs within the community and help people live independently at home.

HEART is a partnership service between Nuneaton and Bedworth, North Warwickshire, Rugby, Warwick, Stratford on Avon and Warwickshire County Councils. It provides advice and assistance to deliver disabled adaptations and home improvements, including home aids, housing repairs, grants for essential building works. It also supports citizen access to other agencies who can help. The partnership currently deals with more than 3,000 enquiries to access the HEART service every year.

Part of Civica's Cx Regulatory Services platform, the cloud Cx Housing Assistance solution will help the HEART partnership simplify workloads and guide the team to solve issues, deliver adaptations and reach those in need most efficiently. It will also bring better customer engagement as the Councils can connect with residents via their preferred method. All six Councils will feed into a new consolidated database, providing a comprehensive view of each service user.

Designed specifically for disabled adaptations and home improvements, the software will provide improved process management capabilities, will integrate with numerous existing applications to improve data sharing, and will allow managers to closely manage annual budgets. Using enhanced data analytics and automation, it will offer easy access to information that will facilitate continuous improvement in the service for both customers and the HEART Partnership.

Becky Hale, Assistant Director, People, Warwickshire County Council on behalf of the HEART Board commented:

The real value of this new partnership is people will be able to access the services they need quickly and easily – helping them live independently at home. The new platform will help the HEART partnership deliver improved services both now and in the future, while streamlining our processes and workflow through better integration and automation.


Emily Douglin, Managing Director, Civica Regulatory Services added:

We're excited to be supporting the HEART partnership as it delivers essential services to local people in their own homes. Innovative technology and better integration within the Cx software will feed into overall intelligence, providing a stronger single view of citizens, increase engagement and ultimately provide better support for vulnerable residents.

Civica provides regulatory services software for more than 200 public sector organisations across the UK. This latest agreement continues strong momentum for the Cx digital platform, with HEART joining Norfolk County Council, Kent County Council, Salford City Council and Devon County Council.