Case Study: Cornwall Council improves tenant services with Capita One

Ensuring better services for tenants at Cornwall Council

Cornwall Council, working across more than 7,000 homes, was operating with two separate landlord services teams and multiple databases after becoming a unitary authority. This led to inconsistent tenant service, limited access to key information, and lengthy manual effort to compile statutory reports. To address this, the council turned to Capita One’s housing management software.

Capita One helped Cornwall Council consolidate data into a single integrated housing system, giving staff one point of contact for management data and improving reporting, planning, and service delivery. The council reported £80,000 saved on rent collection services, £25,000 saved by decommissioning three servers, more than 200 hours saved annually through direct debit payments, and around 250 hours saved through simpler reporting, while also improving consistency and enabling more tailored services for tenants.

Cornwall Council

Julie Treby

Project Manager, Information Services