The contract, secured following a competitive tendering process, will enable Trafford to store and access key data about its properties and customers all in one place; supporting its care and support services across the entire Trust.
Additionally, Trafford's customers will have an increasing number of online self-service options available to them, including reporting repairs or paying rent, which will allow for more regular and efficient communication between them and the Trust's staff.
Cath O'Neill, Assistant Director, Business Support at Trafford Housing, said: "Currently, our staff are having to use multiple systems to access different services. However, this is about to change as we embark on a huge project to consolidate all these into one easy to use portal. This will include our mobile, customer relationship management, repairs and maintenance and electronic document management and housing management systems. In providing their complete housing solution, Capita will be key in helping support this wider programme."
Managing over 9,000 houses, Capita's fully integrated solution will allow
- enhance customer service delivery
- manage housing stock more efficiently
- reduce unnecessary administration work
- improve data accuracy
- reduce IT support costs with the consolidation of multiple systems into a single version
Cath O'Neill added: "The housing sector is facing a number of challenges, not least in balancing budgets against the needs of vulnerable people in our communities. Trafford's vision is to support the creation of neighbourhoods that are safe, clean, with strong communities and are places that people choose to live in. As we continue to strive for this, Capita's software will support the day-to-day management of our properties and enhance our service to customers."
Trafford's customers will also benefit from:
- a new customer portal on which they can update and correct their details
- improved accuracy of key data such as email addresses and mobile phone numbers, enabling the Trust to communicate with the customers via their preferred channel
Roger Birkinshaw, housing director at Capita, commented: "We have installed Capita's OPENHousing suite at over 150 sites across the UK, enhancing the care and support services provided by housing associations. Therefore, Capita is in a strong position to understand the changing needs of the market and its customers and we look forward to drawing on this experience to support Trafford over the next seven years."