Homes in Sedgemoor
is an arms length, not for profit, management organisation (ALMO), set up by Sedgemoor District Council in April 2007 to manage its housing stock. The organisation provides information to tenants and looks after rents, repairs and support services for the residents of its 4,200 homes.
An initial inspection carried out by the Audit Commission in the first year of operation assessed the ALMO as a ‘no star’ organisation. Since that time, Capita has been a key partner in Homes for Sedgemoor’s determined drive for improvement.
Dawn Lang, director of resources at Homes in Sedgemoor, explains,
“Even before the inspection, we knew our service simply was not good enough. The ALMO was created with the aim of improving homes, customer services and efficiency.”
A primary goal was to increase the amount and quality of information available regarding tenants so the organisation could understand their residents’ needs more effectively
After a rigorous procurement process in 2008, Capita was awarded the contract to supply their Capita Housing software solution.
“We had an extremely tight timeline for implementation because we wanted the system to be up and running before our next inspection. We only had six months to get most of the modules in place but we managed it thanks to the hard work of the Capita staff and our own team,” says Dawn.
Capita Housing is a one-stop shop that all customer service advisors and officers can access when dealing with enquiries. It manages rents, repairs and all customer information from a single database, so all departments can access the same information. Data on residents and properties is entered only once and is available to all staff with permission to see it.
“The introduction of Capita Housing is making the whole organisation more efficient in dealing with customers. At our latest inspection in 2010, we received a one star rating with ‘excellent prospects for further improvement’. We are building on this strong start and our aim is to provide excellent services and continually improve. Our hard work and partnership with Capita Software Services have been crucial to this ongoing transformation,” concludes Dawn.