Workpro Case Management System Case Study
The Housing Ombudsman Service (HOS) provides a dispute resolution service to landlords and their tenants in England. In April 2013 HOS was given an extended jurisdiction, covering all housing associations and local housing authorities.
The Housing Ombudsman Service (HOS) receives large volumes of enquiries from members of the public either renting or seeking to rent property. It is important that communication with such contacts is handled promptly and efficiently - allowing staff to provide requested information or signposting to the relevant organisation.
The HOS also considers the rising number of complaints made by tenants, leaseholders, applicants for housing and others receiving services from its member organisations. It aims to address complaints quickly and effectively (often through mediation) and also seeks to promote a culture of learning from complaints and improving standards.
HOS has used the CAS developed Workpro case management system to manage all enquires and complaints since 2008. Workpro is their core business application.
Over time they have had to review and streamline their dispute resolution and communication processes and the system has had to adapt to support these. CAS works closely with HOS staff to provide ongoing support services and enhancements for the Workpro application. Reporting is an area of particular interest to the HOS and Workpro accumulates a wealth of data for interrogation and analysis.
“In the six years that HOS has used Workpro as its core casework management system, we have seen an increase in workload and changes to our remit. The Workpro system has proved adaptable and has helped us to deliver improved quality of service, efficiencies and helped us to provide value for money for our member landlords, tenants and stakeholders.”
Martin Colwell, Housing Ombudsman Service