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Case Studies

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Manifest helps Orbit to achieve best practice in customer safety

Safer Homes Toolkit Logo

The challenge

Leading housing provider Orbit owns some 40,000 properties across the Midlands, East and South-East of England. Orbit’s core objective is to hold customers at the heart of everything they do, and it is dedicated to leading the sector in customer safety.


In 2017, as part of an organisation-wide drive to ensure that they achieve and maintain that core objective, Orbit commissioned Manifest to undertake a Critical Friend Review of their key customer and building safety compliance functions.

Home Agents benefit from tenancy visits workflows, at bpha

The challenge

Committed to providing its customers with high quality, value for money services, bpha
introduced fixed-term tenancies to new customers the aim being to ensure that best possible use is made of the housing stock. To help manage the process bpha required a workflow to be developed which allowed them to manage the visits and actions that occurred during the lifetime of the fixed term tenancy.

The solution

Manifest created workflows within bpha’s housing management system mirroring bpha’s internal policy. Work items are created when a home visit is due, allowing Home Agents to book in these appointments providing them with all of the information they need to carry out visits proficiently, including diarising and recording home visits.

Bespoke CRM delivers for Welwyn Hatfield Borough Council’s Housing Teams

The challenge

Welwyn Hatfield Borough Council manages over 9,000 properties across Welwyn Garden City, Hatfield and surrounding villages. The team appointed Manifest to help configure a Customer Dashboard and to improve the reporting options for the Dashboard.

With over 27,000 repair jobs raised every year and an unknown number of customer contacts, good data plays a pivotal role in customer relations. The team was looking to improve relations between staff and tenants by aiding the internal communications process and refining data handling. Welwyn Hatfield Borough Council needed a solution that recorded data centrally and could be accessed immediately in case the appropriate staff were not present at the time of a customer call.

The solution

Manifest worked closely with Welwyn Hatfield Borough Council’s staff to establish their requirements before proposing a solution which allowed faster and more effective customer data collection – avoiding duplicate data entry. Thanks to the guidance of Manifest, the housing teams introduced a Customer Dashboard to effectively handle customer contact.

Annette Benson, Housing System Consultant says, “Manifest took the time to fully understand our requirements. We are not a huge organisation and our budget is limited and although we have been using our Housing Management system effectively for many years, we did not have any way to record customer contact and cases”

“This is the first stage of implementing a customer relations system. Manifest were integral in the deployment and we will be contacting them when we are ready to explore CRM further.” – Annette Benson, Housing System Consultant.

A key part of this deployment was the Dashboard Console – this allowed us to generate on the spot reporting on the volume of calls and our performance which is guiding us in developing KPIs which really help our service to tenants and leaseholders.

The results

The enhanced system means that over 100 staff in the Housing Operations and Housing Property Services Teams at Welwyn Hatfield Borough Council can give accurate information to tenants quickly and efficiently, ultimately improving customer relations.

Annette continues “Identifying key statistics and personnel involved in all of the 48,000 dashboard calls we receive every year has allowed our services to significantly improve. The CRM Management Console paid dividends within the first few weeks it was installed, we are now regularly achieving 95% of calls with a successful response at the first point of contact”.

Manifest improves housing workflows at Severn Vale Housing

Manifest improves housing workflows at Severn Vale Housing

 The challenge

Managing over 3,650 properties across Gloucestershire, Severn Vale Housing helps to build strong local communities. A team of nine housing officers manually handles 50 cases per month, using their housing management system.

After reviewing its internal processes, a number of improvements were identified for its three housing workflows: Mutual Exchanges, Tenancy Breaches and Safeguarding, to improve the way data was collected and shared across the housing team.

Review ensures rent arrears efficiencies

GreenSquare Group, a major provider of housing, regeneration, care and support and commercial services, appointed Manifest to undertake a review using lean principles to improve case monitoring and management as well as streamlining the rent arrears recovery processes.