Innovative partnership brings radical service.....

08 September 2008, 2:52pm

Innovative partnership brings radical service benefits to social housing tenants

Family Mosaic, a leading UK provider of affordable homes and housing services, today announces a new partnership to deliver an innovative citizen relationship management service aimed at strengthening community well being for 45,000 people in London and Essex.

The partnership with Northgate Information Solutions, a leading provider of innovative services to the public sector and utilities markets, will provide a one-stop shop for its tenants delivering faster, more responsive housing services. The new initiative joins up the organisation's front-office and back-office systems, reducing the bureaucratic burden on staff and allowing tenants instant access to the information they need. Its aim is to ensure that tenants get the right service, first time, every time.

Under an agreement worth £770,000 over three years, Family Mosaic’s tenants will benefit from:


· better understanding of tenants’ needs through continuously monitoring of requests, responses and satisfaction levels, encouraging continuous improvement to performance;

· greater empowerment of tenants through enhanced communications with housing employees;

· improved staff access to comprehensive and up-to-date housing information to help tenants with every aspect of their housing needs;

· enhanced service delivery through the use of mobile services to realise efficiencies and ensure that housing employees spend more time with those hardest to reach.



Brendan Sarsfield, Chief Executive of Family Mosaic, said:

“Family Mosaic is committed to promoting continuous improvement across housing services. Our relationship with Northgate will ensure that resources are used more effectively and improve the quality of housing services for tenants now and in the future. We also believe passionately in undertaking regular consultation with our tenants to find out what services can be improved, with the ultimate goal of delivering service excellence for our staff and tenants."

Joe Bradley, Managing Director of Local Government & Social Housing for Northgate Information Solutions, said:

“We are proud to be working with Family Mosaic to revolutionise services for its tenants and to help housing employees successfully respond to their needs. We aim to ensure that our partnerships with the social housing sector enable those living in social housing, especially some of our most vulnerable citizens, to get the best possible personalised housing services that they have a right to expect.”

For more information:

Fellows’ Associates:
Kathy Sutton
020 7849 3403; 07966 890401; ksutton@fellowsassociates.com

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