Tag Archives: Case Study

Rugby Borough Council logo

Rugby Borough Council OHMS Housing Advice case study

OHMS Housing Advice

As a long-time user of OHMS, Rugby Borough Council’s Housing Options team needed a way to provide advice and store the associated data in a single location.

Accessibility was essential and Northgate Public Services’ Housing Advice module met their needs.

Read more in the Rugby Borough Council OHMS Housing Advice case study.

Torfaen County Borough Council logo

Torfaen County Borough Council Performance Management / Quality Assurance (PMQA) case study

Performance Management / Quality Assurance (PMQA)

Torfaen County Borough Council’s aspiration is to move from a traditional service based organisation into a modern and responsive organisation that delivers real and beneficial change, and has worked with Northgate Public Services for many years.

Since implementing the PMQA software six years ago, the council has been able to measure and manage work output more effectively.

Read more in the PMQA case study.

North Devon Council logo

North Devon Council Food Hygiene Mobile case study

Food Hygiene Mobile App

North Devon Council has worked with Northgate Public Services since 1998, and for the last two years has used the Food Hygiene mobile app to complete more inspections and visits per day.

Read more in the environmental health case study.

housing stock

Aberdeen City Council housing case study

Aberdeen City Council has adopted a completely new approach enabling robust intervention in rent management through the use of the NPS Housing Payment Arrangements module.

About Aberdeen

Aberdeen City Council has over 22,000 social housing properties under management, including a variety of cottages, houses and flats, and 59 multi-storey blocks.

The council has traditionally been a leader in embracing housing IT. For example, they were one of the first authorities in the UK to host their social housing application forms online, enabling their customers to make their applications entirely on the web.

Being an early adopter has paid dividends. The council is comfortable with improving their services with cutting edge digital solutions: this has given Aberdeen City Council the confidence to further improve their income management IT solution, giving their customers greater payment flexibility and the ability to intervene at an early stage if there are rent problems.


Aberdeen City Council faced a number of challenges in rent management, in particular needing a more proactive system with payment options that suited the customers.

As a result, Aberdeen City Council was looking for a solution that:
•    Proactively reduced rent arrears, caught payment problems early, and reduced phone traffic for simple rent queries.
•    Increased the number of customers paying by direct debit.

Diane Leaver, Systems Manager, Communities Housing and Infrastructure at Aberdeen City Council, said: "Particularly in housing we've been keen to adopt new digital solutions. We started doing true, end-to-end online housing applications in about 2009. Customer take up was quite successful – the general public expect to complete things online now."

"Because it's all online, it means we don't have staff in the back room typing up paper based housing applications. Those staff can now engage with the client rather than just copy typing."

Fact File

22,000 social housing properties
59 multi-storey blocks

The Strategy

To achieve their goals in income management Aberdeen City Council has used two Northgate Public Service products, Payment Arrangements and Task Manager.

The Payment Arrangements module provides a proactive method of payment monitoring – it helps not only to monitor but to understand payment behaviour and enables early intervention where payments are missed.

Aberdeen City Council is using Payment Arrangements to create a schedule of payments for each customer and, through Task Manager, create early alerts when a payment is about to go unpaid or has been missed.

Diane Leaver said: "Payment Arrangements enables us to quickly give our customers their profile – we are able to show them what they have agreed to pay and when, and we can react very quickly when they miss a payment. Ultimately it enables us to become more proactive on rent management."

"Incredibly we'd never really paid attention to whether our tenants paid their rent or not, we were simply led by them falling into arrears. Payment Arrangements affords the opportunity to do so much more and do it quicker.”

"Another major factor was we wanted to increase the number of customers paying by direct debit. We had about 6,000 people paying by direct debit, which we thought was low. Taking up Payment Arrangements enabled us to offer direct debits on any day of the month, which we couldn't do before, and that was much better from a customer point of view."

"It's clear that the earlier you catch a problem the better. As a consequence of our culture shift, we've hosted a number of site visits from Scottish and English housing providers who are looking at how we've arranged our payment systems."

Find out more about what we do in housing.

Download this case study.

Lambeth Council Housing Management case study

With a ‘residents first’ philosophy, Lambeth Council Housing Management is using technology to improve customer service and satisfaction. This approach has freed up staff time to meet residents' needs, rather than dealing with manual tasks and processes.
Lambeth Council was using a lot of different systems and formats for gathering and holding information. This had created many manual tasks and processes, with the systems getting in the way of staff doing their jobs.
Using the MyPortal option within NPS Housing, Lambeth Council’s information is now available to staff in real time and they have been able to build profiles of residents and their needs.
Using the NPS Task Manager and Customer Services modules to manage a wide number of housing processes – plus enhancing the existing NPS modules for Rents, Repairs, Tenancies, and Voids by implementing Task Manager notifications – has improved access to information for housing system users and managers alike.
With an ability to analyse trends, identify and prioritise tasks and better handle customer contacts, the Lambeth Council Housing Management Department has become more proactive and efficient.

Key facts
●     Lambeth Council Housing Department has 29,000 residents.
●     Approximately 3,000 enquiries are processed each month.
●     Over 1,000 of Lambeth Council’s staff access the system.
●     The system is in use 24-hours a day.
Policy, culture and technology change
The cultural change at Lambeth Council has been carried out along with the system change to put residents first. Being able to improve customer satisfaction by getting it right first time has seen a significant decrease in customer complaints
Not wanting just another IT system was key to Lambeth Council’s choice. By also looking to make changes in policy and culture to improve the customer experience, Lambeth Council has been able to transform the way it works.
Staff using MyPortal have a view of a resident’s history, rents, repairs, service charges complaints, case types and more. Having key information to hand has made the work of the housing team much easier, with time freed up to spend on important tasks and a renewed focus on customer service.
Staff training has covered all areas of systems, policies and culture, with a focus on giving excellent customer service and the quality of data that is required on clients and their needs.
This three-pronged approach focusing on systems, policies and culture has made the changes at Lambeth Council easier to implement and with a greater outcome for residents.
By removing lengthy, manual tasks, staff are now more proactive. The system gives prompts based on trends and analysis making officers, who often handle multiple complicated cases and deal with vulnerable people, better able to deal with individual circumstances.
Using MyPortal
Staff have found the system easy to use and of real benefit. The Contact Centre now gets a clearer, overall picture of the customer, and the customer spends less time and effort explaining their problem or issue to multiple people.
MyPortal pulls all customer information into one place, which allows staff to build a history of customers and their needs in one place.
Why Northgate Public Services
Previous integration attempts with other systems had failed and while cost was a factor, NPS offered additional options and cashable savings by reducing the number of systems that needed to be maintained. Having integrated systems has also offered Lambeth Council cross-reporting opportunities they didn’t previously have.
Lambeth Council looked at all the different options available and were already using NPS Housing modules for Rents, Repairs, Voids, Allocations, Property Purchase and Service Charges.
Kerry Martin, Technical Project Manager at Lambeth Council, said “Since we started the system developments in 2012, there have been significant efficiency savings and improvements in quality of service. We didn’t just want a new IT system, or software solutions. We needed the right technology to support our ‘residents first’ philosophy.”
“Lambeth Council continues to work with Northgate Public Services and we are aiming to deliver more of the same. Giving our teams the best tools and making information accessible helps us achieve a high level of customer service.”

Find out more about what we do in housing.

Download this case study.

Stockport Homes Mobile Strategic Asset Management Case Study

Stockport Homes is an Arm's Length Management Organisation (ALMO) with over 30,000 customers.

It manages and develops housing on behalf of Stockport Council, owns a range of properties as a result of its property development, empty homes and mortgage rescue activity and manages properties on behalf of other landlords.

Through the use of Mobile SAM (Strategic Asset Management) they are now delivering a more efficient service, and have increased the amount of time officers spend on site by reducing back office data processing.

Download the case study