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Bristol City Council selects Civicas Housing Cx system to transform

tenant services
New cloud-based housing system to underpin improved services for 61,000
tenants in contract worth 1.9m over five years
27 July 2015, London: Bristol City Council is to streamline processes and
enhance tenant services through the use of a new cloud-based housing
management system following a 1.9 million agreement with Civica, a market
leader in specialist software, technology and outsourcing services that help
organisations transform the way they work. Combining a modern interface and
any time, any device accessibility for applicants, tenants and staff, together with
integrated customer management, Civicas Housing Cx system provides the
foundation for a responsive, personalised and efficient housing service able to
anticipate changing demands.
The combination of welfare reform, social trends and financial constraint is
driving housing organisations to change the way they operate. Putting
technology at the heart of their organisation, Bristol City Council is improving
customer service and satisfaction for 61,000 tenants in 28,000 homes
throughout the city. Through the use of Cx, the council will be able to access all
information about tenancies, rents, repair works and feedback in one place as
well as up-to-date information on waiting lists, repairs and maintenance logs. The
system, which encourages tenant self-service, is simple to navigate through an
app style interface which features separate CRM, tenant and supplier portals,
allowing housing managers to instantly check on the status of a repair using the
same application and update records on the spot.
Crucially, Housing Cx automates tenant preferences, enabling them to receive
communications through their preferred methods. This allows, for example,
tenants to receive information about repairs via text and rents or arrears via
letter. The solution integrates seamlessly with Bristols own digital platform and
supports council wide initiatives to provide improved online services for citizens
and suppliers.
Councillor Daniella Radice, Assistant Mayor for Neighbourhoods with
responsibility for Housing Delivery at Bristol City Council, explains: The Council
is committed to providing high quality housing services to our tenants. As part of
this commitment, we are developing tools to improve the way our officers work.
The system will work better for both officers and tenants. Officers will be able to
access lots of different housing information in one place, and whilst they are out
and about, not just in the office. Tenants will also be able to communicate better
with the council about their housing issues using Civica. This is a significant
investment in our housing services in Bristol and I look forward to its smooth

The solution is fully integrated with Keystone, Civicas asset management tool,
used by Bristol City Council to support the effective administration of housing
Jeff Hewitt, Divisional Managing Director, Civica, said: Bristol City Council is on a
mission to deliver digital transformation, improving the customer experience
whilst also reducing staff workloads. Housing Cx has been designed to help
housing providers transform customer services and the way they communicate
with tenants. Its use supports Bristols vision for digital service delivery and
allows the authority to put tenants at the heart of its services.
The solution was procured through the Local Authority Software Applications
procurement framework operated by the Crown Commercial Service. The overall
project, which began in May 2015, will be delivered through a phased
implementation designed to provide early benefits where possible. The contract
is worth 1.9m over a five year period.

About Civica:
Civica ( is a market-leading specialist in software, technology
and outsourcing services that help teams and organisations around the world to
transform the way they work. Combining exceptional customer focus, experience
and commitment, Civica supplies more than 4,000 organisations in the UK,
Ireland, Australia, New Zealand, Singapore, Canada and the USA.