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Partnership intent


Cheltenham Borough Homes choose Aareon as Preferred Supplier

In April 2017, Cheltenham Borough Homes (CBH) began the procurement process to look for a replacement system to consolidate its current core housing management and asset management systems into one integrated solution.

CBH is a top performing Arm's Length Management Organisation (ALMO) responsible for the mangement and maintenance of Cheltenham Borough Council's (CBC) housing stock providing extensive services for customers within the 5,092 homes it manages; 4,106 general needs, 517 sheltered and 469 leaseholder properties in addition to 100 of its own stock.

CBH prides itself on putting its customers at the heart of everything it does and actively seeks engagement with customers in shaping services, decision making, and monitoring and scrutinising activities. CBH consistently delivers high quality services that generate high levels of customer satisfaction. CBH’s commitment to community involvement and development ensures it is a recognisable presence in the local community.

CBH delivers more than just landlord services; CBH builds homes and regenerates communities, provides services to help younger and older people, supports people to find employment and provides guidance to people in financial difficulty.

CBH currently has 171 staff operating out of 4 offices in Cheltenham and the surrounding area.  The location of the offices means CBH relies on systems, processes and electronic means of communication to support customers through their journey with CBH, whether that is through raising a repair, paying their rent or reporting an incident of ASB.

CBH’s have developed a Service Improvement Programme (SIP) that focuses on its core service functions comprising Property (property repairs, maintenance, improvements and portfolio development), People (landlord activities such as rent collection & lettings, benefit and money advice, tenancy and leasehold management, elderly people, vulnerable people, housing application management) and Communities (estates and neighbourhood management, community regeneration and employment schemes).

The scope of this Programme is to further develop and enhance the processes, applications and supporting technologies that enable the organisation to efficiently and cost effectively deliver these services into the future.

As the company has developed, the core business processes and the supporting IT systems have evolved over that time with little control over the impacts on other processes and systems.

CBH wanted a tried and tested, fully integrated solution that would help to enhance their business capability with additional functions and features for both staff and customers, including: 

The SIP transformational initiative reflects CBH’s desire to continue to be able to offer high quality, effective and affordable services, covering property, people and communities, to its customers whilst also having to respond to pressures within the sector to produce more with less.  This vision incorporates the remodelling of CBH’s business processes, to be able to offer more integrated services through data sharing and replacing and deploying new applications and technologies to support the reshaped processes. In recognition of the growth in digital technologies CBH aims to incorporate these within service delivery channels where they offer efficiencies for CBH and enhance access, quality and experiences for customers.

After a thorough review of the market (following the OJEU tender process), including a number of supplier demonstrations and reference site visits, CBH chose Aareon UK as the preferred solution provider.

Steve Slater, CBH’s Executive Director of Finances and Resources and sponsor of SIP said:

“CBH were highly impressed with Aareon’s fully integrated solution which was demonstrated to us via the comprehensive tender process.  The team presented to staff from across CBH as part of this competition and demonstrated their system and their approach to working with customers in a very professional way.  They gave us confidence in the product by demonstrating functionality that met our essential and desirable requirements, but also confidence in their knowledge and understanding from working in the sector for many years.  Their Best Practice Implementation gives us confidence that we will not fail to deliver on this challenging (and exciting) implementation.

CBH had always set out to work in partnership with a new supplier, both during implementation and into the future ‘post go-live’.  We have had great experiences so far both up to and since award of the contract and everyone we have worked with at Aareon is very knowledgeable in their field of expertise.  We are excited to embrace this partnership and see where, with Aareon’s help, we can get to with QL to continue to deliver excellent services to our customers.”

CBH opted to implement a complete solution from Aareon which includes QL Housing Management, CRM, Contractor, Asset Management, Mobile, Tenant Portal, Self Service Apps, iAppoint, EDRM and DRS.

The implementation project began in January 2018 and has a scheduled Go Live date of May 2019.

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