Client Background

Blackburn-based housing association, Twin Valley Homes, manages over 8,500 homes and operates on a not-for-profit basis, with a 30 year business plan approved by the Housing Corporation.

The organisation, with over 250 staff, wanted a new website that would offer valuable online housing services and encourage greater customer interaction, whilst also being easy to keep fresh and up-to-date.

The Solution

The new Bobby compliant accessible website, developed by Connect Internet Solutions, offers a range of valuable services and information. Features include: news, downloadable information and a ‘Frequently Asked Questions’ section. The website uses Connect CMS, Connect’s content management software, which assists the organisation in being more responsive in its communications as the site content can be easily and quickly edited by non-technical staff.

Connect has also developed a graphical repair reporting system, RepairReporter. Accessible via the website it enables tenants to report their repair requirements 24 hours a day, wherever they have access to a PC.

With this intuitive solution tenants can easily and quickly identify and report any repairs that need actioning, whether it be a leaky tap in the bathroom, loose tiles on the roof or a broken kitchen cupboard. Tenants simply click on a graphic to accurately indicate where the fault is and complete an online form providing a convenient time to carry out the repair.

RepairReporter helps housing associations provide a more efficient and timely service to tenants as it helps staff to quickly and accurately identify the exact problem, speeding up the process and helping to enhance levels of customer service.

The Results

• An accessible website that provides valuable services and information to its tenants – improving service delivery.
• A graphical online repair reporting solution to assist in the efficient maintenance of properties.