Social housing provision is currently undergoing major transformation and clear direction has been set by the Housing Green Paper (July 2007) and other initiatives such as the Housing and Regeneration Bill and “Decent Homes” programme - all indicate that major change is underway. A constant message throughout is the need to improve communication between social housing providers and their tenants. A "customer first" approach is required and housing providers are reengineering their services to enable accurate and consistent services to be provided. However, existing housing systems were not necessarily designed for customer service and often fall short of delivering the required functionality.
Lagan Enterprise Case ManagementTM (ECMTM) overcomes this
issue and provides full customer interaction management between a housing provider and its tenants. Lagan ECM has been integrated with a number of the leading back office housing systems, including Anite and Northgate Housing, as well as a wide range of telephony, email, electronic document management and graphical information systems (GIS).
Lagan ECM allows housing providers to "put their tenants first”, allowing their tenants to contact them how and when they choose. Social housing staff are provided with a holistic view of their tenants and all related information to enable them to deal with information requests and service enquiries promptly. Benefits are also provided to the housing provider through improved efficiency, better contractor management and greater business control through effective performance reporting and business intelligence.
Lagan is already working with a growing number of social housing providers including Hounslow Homes and the Sanctuary Housing Group.
Hounslow Homes, one of the country's first ALMOs and responsible for managing over 16,500 homes for the London Borough of Hounslow, has implemented Lagan's ECM solution including an in-depth two-way integration with their Anite back office housing application. Significant benefits have already been achieved including: time taken to log a repair has been reduced by one third; customer satisfaction levels have been improved by 13% to 80%; front-office staff numbers have been halved leading to significant annual savings; a top Government three star rating has been achieved.
Sanctuary Housing Group (SHG) is one of the largest housing associations in the UK, managing over 70,000 units across nine subsidiary companies incorporating Social Housing, Home Care, Care Homes, Key Worker and Student Property Management and Private Rental Property. Lagan is providing a comprehensive pilot solution including a proof of concept two-way integration to SHG’s Northgate back office housing application.
Click here to download the Hounslow Homes case study from the collateral library. Click here to go to Lagan Solutions Overview.
Martin Armstrong, Executive Director of Housing and Customer Services at Glasgow Housing Association said:
“The Lagan solution has completely transformed the way we interact with our customers...Lagan’s solution for social housing was, quite simply, the pinnacle of what we were seeking. It was already configured to do everything we wanted it to do and was easily tailored to meet our specific demands...It has been a delight to work with such a dedicated and determined team and we would wholeheartedly recommend Lagan to any social housing provider looking to improve service delivery and drive efficiencies.”