Northampton Partnership Homes streamlines maintenance with Plentific’s diagnostic solution

Discover how Northampton Partnership Homes simplified repairs for over 11,000 households by integrating a smart diagnostic tool from Plentific.

Customer Background

Northampton Partnership Homes (NPH) is an arms-length management organisation (ALMO) responsible for delivering council housing services to more than 25,000 customers across Northampton. Established in 2015, NPH manages homes on behalf of West Northamptonshire Council and is committed to enhancing services for both tenants and staff. With thousands of homes to maintain and growing expectations around digital self-service, NPH continuously seeks innovative ways to improve service delivery and efficiency.

The challenge

In 2018, as part of its five-year improvement strategy, NPH recognised a growing need to improve how tenants and staff submitted, tracked and managed repairs online. The existing setup lacked flexibility and efficiency, and expectations around digital access were evolving quickly.

Any new solution had to deliver immediate improvements for users while integrating seamlessly with NPH’s existing systems, including their housing management system (Capita Open Housing), customer portal (Open Access), and job scheduling platform (Kirona DRS). Reducing administrative workload and enhancing ‘Right First Time’ performance were also high priorities.

The solution

Following a competitive, two-stage procurement process, NPH selected a diagnostic solution from Plentific, formerly Active Diagnostics. The project was delivered using a phased rollout, allowing the team to gather real feedback early on and adapt the implementation accordingly.

Plentific worked closely with NPH’s Direct Labour Organisation (DLO) to configure a tailored diagnostic system that would integrate fully with Capita Open Housing. Tenants could now report issues and choose appointments directly through the portal, with real-time updates fed into NPH’s existing platforms. The project team also supported NPH with training and setup to ensure the in-house team could manage and update diagnostic scripts independently.

Despite significant disruption caused by the COVID-19 pandemic — including the temporary closure of the tenant portal — the system remained a vital tool for contact centre staff, enabling them to continue logging and managing repair requests with ease.

Plentific’s offering

Flexibel unterstützt

Egal, ob Sie Wohnungseigentum, Mietobjekte oder Gewerbeimmobilien verwalten – unsere Cloudlösung können Sie für verschiedenste Aufgaben nutzen.

Schnell einsatzbereit

Plentific lässt sich leicht an bestehende Lösungen anbinden, etwa an Ihre Hausverwaltersoftware. Ebenso einfach ist das Onboarding für die Nutzer.

The results

Today, Plentific’s solution is fully embedded into NPH’s contact centre operations. Around 2,000 repairs are raised each month via the diagnostic tool, significantly easing the administrative burden on staff. The average time to raise a repair request has dropped to just 1 minute and 39 seconds — far below the sector average of over four minutes.

The successful integration across NPH’s systems has improved visibility, streamlined processes and enhanced the experience for tenants and staff alike. Even in the face of pandemic-related disruption, the project delivered long-term value and set a strong foundation for NPH’s continued digital transformation.