Notting Hill Genesis
Transforming the housing sector with ‘Housing as a Service’
Notting Hill Genesis (NHG) is a new organisation, formed by the merger of the former Notting Hill Housing (NHH) and Genesis Housing Association. NHG is a social enterprise and registered charity providing homes for lower-income households in London and is now one of the largest developers of affordable housing in the capital.
The former NHH’s hard-working front-line staff found themselves under pressure dealing with thousands of requests from residents. Clients required responses for everything from rent information to broken boilers, but issues often took days to deal with due to inefficient manual and paper processes and existing technology. They also had their hands full with sales, lettings, visits, inspections, and tracking rent arrears, when what they wanted was to spend more time helping people.
NHG knew it needed an IT infrastructure that would enable it to maintain and improve service levels whilst allowing flexibility. NHG invited Amido, to present an exciting cloud-based approach. This promised to provide a better resident and employee experience by simplifying, standardising and automating key businesses processes like repairs, payments and arrears, and making them available via a single self-serve online portal.
Amido presented a cloud-based option. Using Microsoft Azure, Amido delivered a digital platform architected using microservices that’s significantly improved the efficiency of front-line staff while providing a better service for residents.
By creating a bespoke and flexible platform for the housing association, Amido has helped the organisation leave its paper-based processes firmly in the past effectively delivering decades worth of technological evolution in just one year.
24/7 customer service without the need for 24/7 support
Providing around-the-clock through self-service, whilst significantly lowering support costs.
Automation of manual processes increases customer satisfaction
Front-line staff have more time to spend with residents and spend less time doing manual tasks.
Resolving housing issues in minutes
NHG is benefiting from new, mobile ways of working which helps meet tenants’ needs more quickly.