Staying connected with its community: self-service on the go at Two Castles Housing Association

11 July 2016

Two Castles Housing Association

Two Castles Housing Association prides itself on offering excellent, people-focused services. As a key part of this, Two Castles offers a range of channels for residents to get in touch, transact, find information and register for services; supporting their more traditional face to face and telephone customer services with a range of options to promote channel shift.

Implementing responsive self-service

Within this ongoing channel shift strategy, Two Castles implemented Capita’s self-service portal, OPENAccess, to offer online, anytime access to its residents for popular services like making a payment, reporting repairs and updating contact details and preferences.

The portal experienced a very positive response from residents following go-live and, taking on board their feedback and keen to develop its capability further, this year Two Castles has gone live with a new responsive version.

This development was testament to both the flexibility of OPENAccess, and Two Castles’ partnership approach with the Capita team, creating a bespoke front-end to suit their website and branding.

To encourage natural growth in the portal’s user base, Two Castles includes its URL in SMS and digital communications, advising of the portal’s new mobile-friendly design and encouraging sign-ups.

The results

When the portal’s mobile version was launched, Two Castles experienced an average of 10 resident sign-ups every day. Within just one month, their numbers of self-service users had almost tripled.

“We are very impressed with the success of our mobile residents’ portal – it offers a really easy option for self-service, it looks great and our residents are really taking to it.

We’re also thrilled to see that 94% of residents who signed up continue to use it regularly to transact and engage with us.”

Chris Sowiak, Assistant IT Manager, Two Castles Housing Association

Future plans

Two Castles Housing Association continues to work closely with Capita’s housing team to further develop its self-service capability, with plans to integrate OPENHousing’s CRM and Contact Management modules within OPENAccess, and other future enhancements as identified.


Related Links

Self-service portal for social housing