ORCHARD HOUSING MANAGEMENT SYSTEM IMPROVEMENT

November 2016 - March 2018

Following a review of the existing Orchard Housing Management System, it was determined that new functionality was required to ensure efficiency and ease-of-service for residents. Working closely with the Technology User Group and key teams, the following Orchard modules and functionality were set up: automated text messaging and feedback management. These modules provided residents with the ability to find out their rent balance, request a callback, receive repair confirmations and a reminder text messages automatically. This has ensured that resident can either better manage their rent balance or ensure they are available during their repairs appointment. The feedback management module allowed staff to record and manage complaints and compliments from resident in accordance with our complaints policies and procedures. The project required the delivery of training to staff with an understanding of the new ways of working. The system improvement has delivered on staff efficiency and ease of service for residents.