Capita's software services division announces it has secured a five year contract with Melin Homes, a provider of affordable homes in south east Wales, to enable a number of its departments to work as one collective team. Aligning its housing management, direct works and finance divisions will help Melin to create increasingly efficient working processes and streamlined services to the benefit of its residents.
Melin Homes, which owns and manages 3,000 properties, will use an integrated solution which includes Capita's OPENHousing, OPENContractor and OPENFinancials platforms. This solution will facilitate a greater focus to be placed on residents' needs, and provide:
- Direct, secure access to the most recent tenancy information over the interne
- Feedback into Melin Homes' existing residents reward scheme, which recompenses customers who respond positively to Melin's code of respect between staff and customers
- Customer profiling and satisfaction surveys, ensuring customers' needs are monitored and catered for
- Enhanced customer relationship management (CRM) facilities including computer-telephony integration (CTI), which enables the resolution of any issues at the first point of contact with access to all customer data in one place
Mark Gardner, chief executive at Melin Homes, commented: "We aim to make a positive difference within the communities in which we work and in order to achieve this, it is key that we maintain a fresh and dynamic outlook. Our use of IT and software is one way in which we can ensure this and we chose Capita because of its reputation in the market and its understanding of our needs. Now we look forward to working closely with the team to continue to develop our business efficiencies, which in turn will benefit our customers and their communities."
The solution includes a text message platform to confirm housing appointments, which reduces instances where, for example, a tradesperson cannot access the property. Texts can also update customers with information about their tenancy. Tenants also have access to a resident's portal which will allow customers to request repairs and view details about their account on-line. The mobile working solution ensures that housing officers are able to make the best use of their time when out of the office, by giving them access to information and the ability to update records instantly.
Ian Gates, divisional director at Capita, said: "We understand the changing nature of the social housing market, and the requirements brought about through component accounting, tenant loyalty schemes and resident involvement shows how software tools are required to be flexible and wide-ranging. With this in mind we look forward to developing our relationship with Melin to deliver the best value to its residents."