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Worthing Homes chooses Civica to support major transformation project

  • New Cx Housing platform will provide more efficient, streamlined services
  • Customers can self-serve at the most convenient time and receive quicker resolution to queries
  • Long-term innovation partnership to aid future transformation via emerging technologies

Worthing Homes is partnering with global public sector software provider Civica to help transform housing services for its c.10,000 residents.

The new cloud housing platform will offer residents improved choice when accessing services while assisting the housing team to add real value for customers and local communities.

The Sussex-based housing organisation will implement Cx Housing Management, Cx Asset Management, Cx Contractor and Civica Involve in a new five-year agreement.

Worthing Homes currently manages over 3,800 properties in the Sussex area. Growing at around 100 properties per year, there is a real demand to gain better data insights across the service. The new Cx software will create a single view of residents, properties and assets data into one simple database, enabling better decision making.

An improved customer portal, currently only accessed by 25% of customers, will be more tailored to individuals and their communication preferences and offer prompt responses to queries.

Civica Involve will improve resident and stakeholder engagement, allowing Worthing Homes to better capture opinions and ideas from a much wider demographic, including non-residents in the wider area. This will help the organisation to have greater insight into how services could be improved and more sustainable in future.

The new platform will enable employees to work smarter, supporting more agile working and putting information at their fingertips, whether in the office or out in the field.  Increased automation and better workflow will free up staff for more outreach programmes, including training and therapy sessions offered to people in the community.

Simon Anderson, Head of Transformation at Worthing Homes said: “Via this digital transformation project, we’re aiming for effortless contact for our customers. They will be able to self-serve in the way that suits them best and improved automation will mean we can resolve queries more quickly and efficiently.

“It’s vital we have a single view of our customers and properties and the Cx platform will help underpin this, enabling more timely maintenance, quicker response times and ultimately enable people to live in quality homes and thriving communities.”

Michelle Tyler, Managing Director, Social Housing at Civica added: “It’s vital for today’s housing associations to listen and respond to the resident voice. Our Cx software will support Worthing Homes to achieve this, as it continues to grow and expand sustainable services for customers. We’re delighted to be involved in this programme to improve internal effectiveness through simpler processes and better data insight – and help ensure residents feel safe and satisfied in their own homes.”