Case Study: Colchester Borough Homes improves repair services with Capita One Contractor

Capita Contractor - helping homes improve services for residents

Colchester Borough Homes, the housing management organisation for Colchester Borough Council, wanted to provide a higher quality repairs service for its 6,185 social housing properties. However, its old repairs process relied on two poorly integrated systems, which caused missing information, inefficiencies, and risks for field operatives and residents. Capita One’s Capita Contractor module was chosen as the best fit to replace the fragmented setup and support a more future-ready service.

Capita One implemented Capita Contractor alongside Capita Housing, creating a single, seamless data environment for repairs management. The new system reduced the steps to log a repair from 35 to 12 key strokes, eliminated interface errors between systems, improved appointment booking and resource tracking, and enabled mobile working for operatives via PDAs. Colchester Borough Homes also introduced online pictorial diagnostics to help residents report faults more accurately, reducing unnecessary visits and improving first-time preparedness for repairs.

Colchester Borough Homes

Paul Clarke

Business Development Manager