Case study - Northampton Partnership Homes
Summary
This case study explores how we helped Northampton Partnership Homes dramatically reduce the administrative burden of maintenance
Date
19th July 2022
Website
www.nph.org.uk
Active Housing helped Northampton Partnership Homes dramatically reduce the administrative burden of maintenance
Who is Northampton Partnership Homes
Northampton Partnership Homes (NPH) is an arms-length management organisation (ALMO) that is responsible for the management of council housing services, for over 25,000 customers.
Project background
In 2018, it was recognised that there was a need to improve tenants’ and staff’s abilities to open, track and manage repairs online.
A new platform was needed to achieve these improvements, and it needed to integrate seamlessly with the existing customer facing portal.
Solution
After a competitive, two-phase tender process, NPH selected our Active Diagnostics solution.
We worked closely with the clients DLO to improve 'right first time' statistics - performing their initial script upload to Active Diagnostics, whilst also providing comprehensive training for NPH staff members to enable them to manage scripts themselves in future.
Conclusion
Now thoroughly embedded into the contact centre’s processes, NPH now sees around 2,000 jobs raised through Active Diagnostics each month from the contact centre alone.
