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Southern Housing Go Live with New Feedback Manager Module

Orchard is creating brighter futures for all its customers by helping them to deal with the issues that currently face the sector.

Of particular interest has been the implementation of Orchard’s new Feedback Manager module at Southern Housing Group (SHG).

The module enables customers to raise complaints and give compliments about an organisation’s service delivery. The organisation manages this feedback using the module, whilst applying its own policies. Essentially the key advantages and benefits of the module for SHG are:

• Improved Management Reporting (module can easily be linked into SHG’s Business Intelligence suite);
• Improved reporting enables SHG to have reliable consistent data which in turn helps the Group’s drive for continuous improvement of its services;
• Reduction in Applications Support required - one less application to now support;
• Reduction in Applications Training - staff were already familiar with the core system;
• Reduction in infrastructure requirement - one less server and supporting infrastructure required; and
• Value for money as all the above realised a saving on the previous system.

The Feedback Manager module was developed in partnership with SHG and for the past several months Orchard has worked closely with them on this project.

SHG chose to partner with Orchard having already worked together on the Community Action Solution for ASB. To further meet their requirements, SHG approached Orchard to investigate whether a solution could be developed to include Complaints and Compliments. With Orchard Housing (Orchard’s Housing Management System) already in use, SHG felt they could benefit from a joined-up solution that offered Case and Contact Management across the breadth of its services.

The need for a new module arose after SHG carried out a review of its Complaints Case Management system. They proceeded to look into procuring a new system in order to push forward the service to another level and ensure they had a 'fit for purpose' Case Management system which includes Management Information Reporting.

As one of Southern England’s largest housing associations, SHG own and manage 25,000 homes for more than 66,000 residents, employ more than 900 people and work with more than 70 local authorities.

For further information about the new Feedback Manager module or other Orchard products and services please contact Donna King on 0191 203 2500.

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