Agenda item

This report provides Members with an update on the implementation of Phase 1 of our housing management and choice-based lettings system

The Chair invited the Business Improvement Manager to present the report to members, which provided an update on the go live of Civica CX Housing and the Arbitas choice based lettings system, as well as an update on the commencement of Phase 2. The internal and external project teams had done a good job in implementing Phase 1, which had gone smoothly with staff doing well to pick up the new system and who were now embedded in the new ways of working.  The contractor and the case and task online portals go live day on 3 June 2024 went smoothly with limited issues and support provided for users of the system.

Details were provided of the benefits that included improved processing times, workflow tasks managed within the system resulting in a move away from spreadsheets and manual processes, and a contractor portal to modernise work with external contractors.  The tenant portal would be rolled out at the end of autumn, delivering improved repairs reporting.  The Housing Options Team had completed all re-registration applications ahead of the first bidding cycle and had gone well with customers using the Arun homefinder portal to bid on properties as they became available.  Phase 2 was underway and reference was made to paragraph 4.10.1 of the report that set out the included modules. 

            The Chair invited questions and comments from members.  A member expressed concerns that the budget for the Civica project had tripled after previously being advised that no extra budget was required and the project would be completed on time.  He referred to a report considered by the Housing and Wellbeing Committee on 15 June 2022 stating that Phase 1 would be complete by August 2023 and Phase 2 by May 2024.  Information was requested on the further budget required and the revised timings.  In response the Business Improvement Manager advised that the additional budget for 2025/26 would enable Phase 2 to go live during Summer 2025.  A report considered by this Committee during 2023 had set out the reasons for the Phase 1 project slippage, due to the asset management module not being ready for implementation during Phase 1.  She undertook to provide details of the figures regarding the extra budget required, outside of the meeting. 

A comment was made that it was pleasing to see a better management system and to see its implementation proceeding.  Responding to a question concerning the possibility of a system failure, the Business Improvement Manager explained that Civica was a Cloud system hosted off site with business continuity planning in place with back- ups for services.  Complaints handling would be built into a case management system. Task Pass had enabled staff to use step-by-step processes with housing staff given access to complaints, voids and anti-social behaviour information in a move to a full case and task-based system for all workflows.  Residents were encouraged to use the online Portal with those without online access still having the facility to report repairs by telephone or face to face instead.  Digital skills classes would be arranged to assist residents to access the portal.  In response to a question about the digital skills work undertaken by libraries, it was advised that the Community Wellbeing Manager was due to attend a meeting with West Sussex County Council to discuss digital inclusion and that the Council work with other partners.

  It was advised that external contractors have been given sign in access to the External Contractor Portal, where they received their work orders.  Details were provided of the out of hours service where it was explained that work orders were raised following calls made but the external contractors would not necessarily be accessing the Portal, as it would predominately be the In-house Team undertaking the works using the Council’s In-house scheduling system.  Previous issues had been resolved as call handling was now fully undertaken by Arun District Council staff who raise jobs directly with the night team.

            With the agreement of the Committee Councillor Tandy addressed the Committee. He referred to digital literacy and the portal which would bring all services under one place.  There was often a correlation amongst council housing and deprivation in terms of digital literacy and he asked if the Housing Team had capacity to offer training to councillors to encourage residents to use the Portal.  The Business Improvement Manager would provide members with videos and guides, developed by the Resident and Engagement Manager, which would also be placed on the council’s website.  

            The Committee

2.1.1   Noted the contents of the report.

2.1.2    Noted the timeline for Phase 2 of Civica CX asset management and Abritas.