Case Study: Peaks & Plains Housing Trust achieves digital transformation with Capita One

Improving customer experience with digital transformation

Peaks & Plains Housing Trust, a housing provider managing over 5,000 homes, wanted to improve customer experience while running more efficiently. Working with Capita One, the Trust set out to make it easier for tenants to pay rent, report repairs, and book appointments online through a more digital self-service experience.

Capita One implemented OPENAccess integrated with OPENHousing, DRS Planning, and Totalmobile to create the “My Account” portal and automate repairs workflows. The results included more than 2,000 customers signing up online, around 30% of repairs and inspections being booked via the portal, and over 4,000 rent payments made online, delivering a seamless service and measurable efficiency gains.

Peaks & Plains Housing Trust

Neil Bancroft

Head of Service Improvement