• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Magazine Articles / Eden Housing cuts support by a third with Lanway

Eden Housing cuts support by a third with Lanway

Having worked with IT provider Lanway for the past four years, Eden Housing Association has extended the relationship to cover third-line and ad-hoc technical support. This part-outsourced service has resulted in Eden Housing saving 36 per cent of its annual IT support costs.

Owen Kirkland, ICT systems and network coordinator, Eden Housing Association, said, “We had two main considerations when looking for a technology provider – price and knowledge. It was important to find the most cost-effective IT support package, but technical expertise was vital too. We wanted an IT partner that would complement our own expertise, and one that would understand how a small rural housing association works.

“We only use third-party support when we have exhausted our own knowledge and Lanway understood that. Some potential suppliers tried to push levels of support that we don’t want or need.”

Lanway’s Active3 service is designed for companies that have an internal IT function but require additional, external support for certain issues. As part of a bespoke, jointly-designed Active3 service, Lanway’s ITIL-accredited service desk remotely monitors Eden Housing’s infrastructure, tracking any incidents and creating daily reports that are passed to the internal IT team. A specialist Lanway engineer is dispatched to Eden Housing within four hours if needed, while lower level incidents are managed directly by the internal team.

Kirkland said, “For us, IT support requires a two-pronged approach. We want Lanway’s expertise to be there quickly when we need it, but we also want them to step back when an issue is being resolved onsite. From the outset, Lanway’s remote monitoring technicians had an excellent understanding of when they were needed and when they weren’t.”

As one of Dell UK’s premium partners, Lanway provides onsite maintenance of Eden Housing’s Dell servers, ensuring that they are running at their optimum level and that any technical problems are resolved quickly and with little impact on business operations.

Kirkland said, “Through Lanway’s partnership with Dell we also get the best possible prices for additional Dell servers, which is fantastic.”

Lanway also provides additional ad-hoc support for when all Eden Housing’s IT staff are unavailable, with first- and second-line support calls routed to Lanway’s engineers.

Kirkland said, “Because we’re a very small IT team of just a few staff, there are times when no one is available to deal with queries from the rest of the staff. Having that extra layer of service from Lanway means that support is always on hand, and our staff never feel isolated.”

See More On:

  • Vendor: Lanway
  • Housing Association: Eden Housing Association
  • Topic: Infrastructure
  • Publication Date: 028 - July 2012
  • Type: News

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2022 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293

htc23 pop banner