Front office

Supporting your front line services

• Contact Point

  

  Customer service and satisfaction is a key priority for housing organisations, not least because of directives from regulatory bodies. This application gives a full overview of citizen and property data. It includes clear, simple screen layouts with key information, allowing users to deal with customers' queries quickly and easily.

   

  Users see a history of all customer contacts and outstanding actions. The software system records progress, including how long customer queries take to complete. It also offers seamless tracking of customer contacts and performance monitoring to help you see the big picture. This all results in the delivery of efficient and relevant services to the customer, leading to increased customer satisfaction.

• Customer Services Management

  

  This management software from Capita Housing maintains a history of every customer service case, whether an enquiry or action (such as a breach of tenancy conditions). It can link relevant cases together and to other records within the system, making issues clear to all users. It also has step-by-step monitoring of key case types, including complaints, breach of tenancy conditions, anti-social behaviour orders, abandoned vehicles and neighbour nuisance.

   

  As consultation is increasingly required on issues concerning tenants and leaseholders, the application includes tools for mass mailing of tenants, and capturing responses against individual cases.

• Worktray

  

  Worktray from Capita Housing is a new work allocation and organisation tool. It helps users find outstanding work, organise and prioritise their work, and recognise and meet deadlines. All work recorded across Capita Housing is collated and prioritised into a single screen. You can automate allocating work and transferring jobs between staff. This speeds up workflow and reduces the overall time taken to deliver a service.

   

  Worktray can help improve customer service, reduce process costs for high-volume processes, and improve your control or governance over critical processes.

• Electronic document management

  

  We offer a web-based electronic document management solution: EDM. This integrated software solution can help you improve access to information, productivity and customer service. You can also benefit from reduced office space, improved business continuity and disaster recovery.

   

  EDM is extremely easy to use and customise. It’s also easily accessible, via your intranet, extranet and online. Simple document scanning and automatic file import means you can make information available more quickly, normally as PDF files. You can also configure automated emails to send alerts to users, and individual emails with links to documents and attachments.

• Anti-social behaviour

  

  Tackling anti-social behaviour (ASB) is now at the centre of housing practice for all social landlords. This fully integrated ASB application can capture incidents and track cases. It records resolution paths, progress through the legal process and details of outcomes and orders for every kind of ASB. This information is automatically linked to people warnings.

   

  The system is simple to set up, and familiar to all Capita Housing users. Reporting is easy and can incorporate all your estate, property, tenancy and estate management data. Having all this information stored centrally helps you identify hotspots, perpetrators and patterns providing a more pleasant and peaceful environment for your tenants, ultimately achieving greater customer satisfaction.

• Housing appointment

  

  Capita Housing’s Appointments are a key requirement for the improvement of customer services in the social housing sector. This software automates appointment bookings and is used from within Capita Housing. Front office staff can give any customer an appointment on first contact, eliminating the need for return calls.

   

  Customers will receive an improved and more efficient service, as the person they meet will have the skills to deliver the service they require. In addition to this benefit, quickly providing an appointment makes it more likely that the customer will be in, reducing the time wasted on calls to empty properties. Mobile and remote workers can see their diary and appointments booked while out-of-office.