The Royal Borough of Kingston upon Thames is in the middle of overhauling its tenant services operations with the £300,000 implementation of a new housing management system from Civica.
As part of the council’s ‘One Council, One Kingston’ strategy to improve customer services, its previous HMS will be replaced with Civica Housing. The aims of the transformation project are to make the council’s administrative functions more efficient, improve services to tenants and reduce its operating costs.
The first phase of the implementation began in January 2011 with the upgrade of an existing Civica product that manages homelessness cases and the introduction of a workflow-based housing options service. Once later phases of the project are complete, Civica Housing will act as a central hub for all housing operations, with council staff able to share information easily and tenants able to access services online, underpinned by workflow processes to promote consistent good practice.