Supporting a community on their doorstep with Capita’s mobile working solution

01 February 2016

With work based in the communities, why keep technology office-based?

"Since Capita’s mobile solution has been up and running, WDH employees have made over half a million visits, getting help to our customers as they need it."
Louise Muirhead, senior business analyst, business systems, WDH

One of the largest housing associations in the country, Wakefield and District Housing (WDH) supports one in five households in the Wakefield district. With 31,000 properties to manage, WDH needed an effective mobile workforce to deliver outstanding service to customers, so they chose Capita’s mobile working solution.

Mobile technology company-wide

Recognising the benefits of mobile working, WDH was one of the first housing providers in the industry to equip its maintenance employees with the technology to work remotely. However, WDH’s other customer-facing employees were still tied to the office between appointments, which took up valuable time. “Our work is based in our communities, so why keep technology office-based?” says Geoff Kirk, service director for business systems at the association. “The system we used in the repairs team couldn’t provide a company-wide solution,” explains Geoff, “but we found Capita’s mobile software could offer the all-round approach we needed to do our jobs – anytime, anyplace, anywhere.”

A faster turnaround

Previously, WDH’s field-based employees had to come into the office to collect case details and log incidents. Now, the team of 498 employees is fully mobile and can carry out these tasks wherever they are working, which has improved service levels considerably.

Cutting costs

Along with other housing organisations, WDH is eager to make savings. Mobile working has provided the opportunity to keep costs to a minimum and has increased productivity by an astonishing 34%.

“Our field based employees no longer need desk space. We have a hot-desking system in place, which has reduced our overall accommodation needs. It also means that employees are not travelling to and from the office regularly, which has resulted in significant savings in car mileage costs.”
Louise Muirhead, senior business analyst, business systems, WDH

A better service

The move to mobile working has enabled WDH to deliver a more targeted service to its customers because employees have access to accurate and timely data. As Louise explains, “Our teams out in the community have all the relevant information at their fingertips. They know about the things that affect our tenants’ lives and if something changes, we can step in straight away and help.

“This is particularly valuable to us in the light of changes to welfare, helping us channel support more effectively to those who are struggling to manage their tenancy.

Benefits of Capita’s mobile solution for WDH:

  • A fully enabled mobile workforce
  • An increase in productivity of 34%
  • Reduction in wasted journeys, and significant savings in car mileage costs
  • Information sent directly to tablets, saving paper costs
  • Improved customer service and more targeted support.


Read the full case study


Further Information