Our journey to fully integrate our systems
What does this mean?
- The merger of Optivo and Southern Housing Group into Southern Housing has brought many opportunities and challenges.
- One significant hurdle has been the differences in the systems used by the former organisations. Each had separate platforms for managing repairs, resident data, contact centres, and telephone numbers.
- Integrating these systems is a complex process, especially when dealing with sensitive resident information. We’ve put in a lot of planning to ensure the transition is handled with care. A vital part of this preparation involved gathering feedback from residents like you.
- With nearly a million interactions every year, our priority is to build a system that works for everyone.
What next?
This isn’t a quick-fix and we want to be transparent. We apologise in advance for any service interruptions this may cause you over the next few months.
Some of the systems you currently use may be temporarily taken down so we can make these vital changes behind the scenes.
However, we’ll make sure you have advanced notice of any disruptions.
We’re confident that integrating all our systems will lead to significant improvements including:
- More efficient service: Our advisers will have better tools, with faster access to information, allowing them to focus on your needs.
- Shorter wait times: Automation will help reduce call times, making service faster and more efficient.
- Improved call resolution: Advisors will be able to handle calls more effectively, ensuring issues are resolved promptly.
Need assistance?
If you need support during this time you'll find a wide range of information and guidance available here on our website.
If you'd like to contact us, we’re still here to support as normal but please be aware that if you call us we may be a little slower than usual.
We appreciate your patience and understanding as we complete this essential work, and we’re committed to keeping you updated on our progress.
For more details, read our blog by Lily Monk, Director of Customer Transactions, where she shares more about this journey.