With more than 28,000 homes across the North West, Yorkshire and the Midlands, Your Housing Group (YHG) has a large and diverse portfolio. These range from general properties for social and affordable rent, through to retirement living developments.
Key Challenges
YHG is made up of several housing associations, each historically having their own monitoring service provider and a range of telecare equipment.
The objective of the tender was to select one provider capable of monitoring all associations.
YHG required the successful bidder to work closely with its own contact centre in order to notify them of any non-call monitoring related issues such as repairs and maintenance reports or anti-social behaviour.
Why Appello
Appello successfully won the tender in December 2017, monitoring over 4,500 connections. The two year contract was awarded to Appello after demonstrating their ability to deliver affordable high quality tailored services across all associations.
Committed to collaborative working, and a well thought out process for partnership working meant that both parties were able to build a very close relationship. Data integrity and system functionality are important areas for YHG. Appello were able to demonstrate that all key aspects of the new GDPR legislation are being fulfilled, and provided assurances over data integrity requirements.
YHG were impressed with the capabilities and functionality of Appello’s digital monitoring platform CareNet, and the robust procedures in place to ensure continuation of service for residents.
Appello’s comprehensive monitoring service provides YHG users and their families with peace of mind; safe in the knowledge that help is on hand 24 hours a day, 365 days a year.
Project Highlights
The successful mobilisation of this project was crucial, involving the complex transfer of user data from 10 incumbent providers with different systems and processes in use. Both parties were proactive throughout the setup process, to ensure the mobilisation project was achieved on time. From project briefing to going live, the whole process took just 2 months.
The YHG scheme managers played an important role in the project and continue to help streamline the process.
Key to Success
Since going live communications between both parties has been proactive, with regular review and update meetings taking place.
Furthermore the level of report data and insight into service usage provided by Appello has supported YHG to deliver better outcomes and monitor KPI’s.
The Future
The ability of Appello’s TECS monitoring platform, CareNet, to monitor digital devices, futureproofs YHG as digital equipment becomes more prevalent.
This builds on the flexibility that Appello offers, understanding the current and future needs and supporting YHG with a tailored approach.
