Hackney Homes is rolling out a £1.9m transformation of its customer services, under a two year shared risk and reward agreement with IT services group Civica.

The arms length management organisation (ALMO), commissioned by Hackney Council, will replace its systems with contact centre software, online services, workflow systems, mobile working and home working facilities.

Hackney Homes wanted to completely replace its legacy systems, said Trish Haill, Head of ICT Services at the ALMO.

“Rather than update existing systems we wanted to start afresh, implementing the latest technology to deliver a cutting-edge service to tenants and improved working environment for the Hackney Homes team," she said.

"This partnership with Civica has already delivered far more than software and services. Civica's input on the strategic direction of Hackney Homes has proved invaluable.”

New contact centre systems will instantly identify callers, accessing all information from a central database, allowing one agent to resolve resident enquiries during the first call.

The upgrade will also introduce mobile working systems for property repair teams and home working for all workers and automated online maintenance requests and rent balance enquiries.

The system will track incidents of anti-social behaviour, and help tailor services to tenants and leaseholders.