Capita has been a trusted partner of ours for over 20 years, and we’ve continued that relationship with Capita to upgrade our housing technology, introducing a single cloud-based system that is transforming our business processes and customer service.
End-to-end HMS
Before our migration, we were using two highly-customised housing systems. To better manage our property portfolio while meeting all our regulatory requirements, we transitioned to Capita’s new cloud-based One Housing system.
It was a complicated undertaking of two very different phases, requiring close collaboration with Capita over the course of three years.
The first phase involved migrating our HMS from Academy Housing to Open Housing, a tried-and-tested Capita system that’s been on the market for the past two decades. A year later, we were able to focus on the final migration to One Housing, which successfully went live in July 2023.
Data-driven results
As Capita’s first customer to go live with One Housing, I’m happy to say that it’s already showing signs of paying dividends.
One Housing is easy to use, with a modern, intuitive front-end which our staff have mastered very quickly. Handy alerts ensure we remain compliant, and high levels of automation are freeing up time, money and resources.
One Housing has already benefited our staff through 100 per cent uptime, fast performance, flexibility when working either from single or extended displays, and enabling real-time data to be displayed for residents on the customer portal.
Despite the inevitable spike in incidents at go-live, there has been a considerable reduction in incidents every month since then, with a projection of having 30 per cent fewer incidents than our previous applications within three months.
Daniel Rankine is the head of ICT and digital at the Royal Borough of Kensington & Chelsea.
