new fylde housing

About

New Fylde Housing is the Lytham St Annes, Lancashire-based registered social landlord (RSL) which maintains and manages the social housing property portfolio of around 1,850 properties previously owned by Fylde Borough Council. The RSL was created as a new, independent company in October 2000 with the voluntary transfer of Fylde Borough Council’s housing stock to deliver significant improvements to properties and the standard and range of services provided to tenants. It is the preferred provider of social housing services to Fylde Borough Council, including sheltered and supported housing for elderly and vulnerable tenants.

Challenge

The management team at New Fylde Housing initially focused on identifying and implementing the most urgently required modernisations to properties, in particular double-glazing, doors, central heating and insulation, which was completed in 2005.

It then began planning a longer-term, far-reaching modernisation programme to bring all properties up to the Government’s 2010 ‘Decent Homes’ standard.  This was supplemented by a comprehensive review of tenant services in line with Audit Commission guidelines and best practice and the organisation’s business strategy, vision, values and priorities.

Following the review and recommendations from the Audit Commission’s inspection in autumn 2005, a number of high priority improvements and expansions to tenant services were identified, including the introduction of choice-based letting, improved repairs reporting and a more integrated approach to recording and managing customer information. The management team quickly identified the essential role that ICT would play in facilitating and enabling the planned improvements and in driving forward the organisation’s ambitious growth targets and began researching alternative approaches to improving the strategic use of ICT.

Solution

As part of the research process, New Fylde Housing attended a National Housing Federation conference in May 2006 at which Hounslow Homes, a successful ALMO, presented a case study detailing how its strategic use of ICT drove the significant improvements which led to the award of its 3-star rating ‘with excellent prospects for improvement’. New Fylde Housing began a dialogue with the ALMO who were happy to share their experiences and the management team’s further extensive discussions on its future strategic use of ICT were facilitated by NCC Group, the team of consultants who had advised and were continuing to advise Hounslow Homes.

Although investments had already been made in ICT systems and infrastructure, including the implementation of Civica’s Universal Housing solution, New Fylde Housing took the decision to engage external, expert advice to ensure that the existing investments were optimised and that an effective ICT strategy was developed which would support the business going forward. NCC Group was engaged due to its experience of similar projects for a wide range of social housing clients including Hounslow Homes, Gloucester City Homes, Derby Homes, Ealing Homes and Trafford Housing Trust.

NCC Group initially worked closely with the New Fylde Housing management team to develop a comprehensive ICT strategy for the following three years and a series of prioritised recommendations for a six month ICT stabilisation phase which would quickly deliver improvements and form solid foundations for the planned future activity. The three year strategy was agreed by the Board of New Fylde Housing in November 2006, after which the stabilisation phase commenced, supported and facilitated by NCC Group.

Results

The initial six month ICT stabilisation phase was completed on time and on budget in June 2007 and delivered the following key benefits:

• Introduction of an ICT budgeting, reporting and control mechanism ensuring adequate monies are allocated to fund ongoing investments over the three year programme and value for money can be ensured and audited in line with Audit Commission recommendations;
• Review of business processes completed resulting in greater efficiency through the current utilisation of the existing housing management system and other core business systems;
• Review of the existing technical infrastructure and its security;
• Implementation of clear and unambiguous service level agreements with key stakeholders, partners and suppliers in order to plan workloads and manage expectations and service delivery;
• Appointment of a strategic ICT Manager to act as the interface between the business and the ICT providers;
• Execution of an ICT skills audit resulting in a clear understanding of the skills base and skills requirement of the organisation moving forward and a structured ICT training plan

NCC Group continues to work with New Fylde Housing on an ongoing basis as a trusted advisor, supporting the implementation of the existing IT strategy and future developments.

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NCC Group is a leading global provider of independent IT assurance, security and consultancy services. As a trusted advisor, we help over 15,000 public, private and not for profit sector organisations, including 92 of the FTSE 100, to make the most efficient use of information and technology and to manage the associated risks.

Challenge

New Fylde Housing wanted to improve the strategic use of ICT across the organisation

Solution

New Fylde Housing took the decision to engage external, expert advice from IT consultancy NCC Group due to its experience of similar projects for a wide range of social housing clients

Results

The ICT strategy review and audit has enabled New Fylde Housing to gain efficiencies through a clearer understanding of the organisation's ICT requirements moving forward