Case Study: Two Castles Housing Association boosts mobile self-service with Capita One OPENAccess

Staying connected with its community: self-service on the go at Two Castles Housing Association

Two Castles Housing Association partnered with Capita One to improve how residents could access services as part of its wider channel shift strategy. The association wanted to give people more convenient ways to get in touch, make payments, report repairs, and update their details alongside its existing face-to-face and telephone support.

Capita One implemented the OPENAccess self-service portal, including a new responsive, mobile-friendly version tailored to Two Castles’ branding and website. The launch delivered strong results, with around 10 new resident sign-ups per day and self-service usage nearly tripling within a month; 94% of sign-ups continued to use the portal regularly.

Two Castles Housing Association

Chris Sowiak

Assistant IT Manager