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Tuesday, 20 April 2021 23:35

Civica solution chosen by Mission Australia, NZ’s Ōtautahi Community Housing Trust for social housing project Featured

Ben Cowling, Executive Director, Australasia, Civica Ben Cowling, Executive Director, Australasia, Civica

Public services software company Civica’s CX Housing cloud-based solution has been seected by social housing providers Mission Australia and Ōtautahi Community Housing Trust to enable them to deliver improved customer centric services to over 4,700 residents low- and moderate-income households in Australia, and a further 2,300 low-income housing properties in New Zealand.

The platform will provide both providers with access to a new tenant and contractor portal which will boost the online experience for tenants by introducing self-service capabilities, including updating personal inforation or a change in circumstances, access to information such as account and statements, the lodgement of repairs and other service requests.

Civica has signed multi-year Software as a Service (SaaS) agreements with national charity Mission Australia and Christchurch-based Ōtautahi Community Housing Trust to deliver better tenant insights and improved customer service through Civica’s Cx Housing solution.

Both community housing providers selected the tenant management system to better provide customer centric services to tenants, streamline service delivery and improve processes throughout the organisation.

Keith Gavin, General Manager, New Business Integration for Mission Australia’s housing team says: “We chose to partner with Civica because not only do they closely align with Mission Australia’s values of integrity, respect, compassion, celebration and perseverance, but they also have a proven track record of expertly managing complex housing management system implementations for Tier 1 Community Housing Providers.

“They are an innovative market leader delivering vital efficiencies for the social and affordable housing sector..

“Home Connect is the cloud-enabled housing management platform that we have implemented to bolster the quality of customer service we provide to our tenants and support us with our goal to ensure people have a safe, secure home and can thrive.

“The technology seamlessly enables tailoring of our customer support to suit individual tenant needs, managing of tenancies to a high standard, asset management and maintenance, and supports delivery of enriching community development activities for Mission Australia’s growing, planned portfolio of 5,000+ properties.”

Both providers will also have access to a new tenant and contractor portal which will boost the online experience for tenants by introducing self-service capabilities including updating personal information or a change in circumstances, access to information such as account and statements, the lodgement of repairs and other service requests.

James Hadlee, Tenancy Relationship Manager, Ōtautahi Community Housing Trust says, “We wanted to work with a partner who had a proven track-record in the social housing sector and selected Civica Cx Housing. The capabilities demonstrated during the RFP appealed. We sought a product capable of providing streamlined tenancy and property management, a one-stop-shop for work we’d previously performed across a number of platforms.

“We need a housing system that allows for a relationship-based way of working. We hope successfully automating transactional elements will give our team more time to work with our tenants, maintaining our focus on achieving sustainable tenancies.”

Ben Cowling, Executive Director, Australasia at Civica said: “The focus for many housing organisations has changed and customer needs and service delivery are at the forefront. No longer is the rental property at the core, instead the emphasis lies on the tenant and the delivery of superior levels of service that embody the values of these leading social housing providers, Mission Australia and Ōtautahi Community Housing Trust.

"We strongly believe that effectively managing relationships in this way with tenants is key to the delivery of service excellence and Cx Housing is designed specifically with this in mind. We are delighted to partner with Mission Australia and Ōtautahi Community Housing Trust to transform their housing services.”

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