Case Study: Merthyr Valleys Homes improves service and maximises revenue with Capita One

Improving quality and maximising revenue at Merthyr Valleys Homes

Merthyr Valleys Homes, a housing association managing nearly 4,300 former council homes, needed to improve property quality, customer service, repairs handling, and financial control while also maximising revenue for reinvestment. It selected Capita One’s housing software as its technology partner to support these goals during a period of major organisational change.

Capita One implemented a centrally held, fully integrated housing management system that gave staff a single customer contact point, automated workflows, improved reporting, and better links to finance and accounts. The results included repairs satisfaction rising from 95.6% to 98%, 98.9% of repairs completed on target, average rent arrears falling from 2.64% to 2.4%, more accurate financial reporting, and improved anti-social behaviour resolution, helping Merthyr Valleys Homes become the first in Wales to achieve the Housing Management Standard for Anti-Social Behaviour.

Merthyr Valleys Homes

Sharif Biharie

Head of ICT