Case Study: Muir Group achieves streamlined tenant services and mobile working with Civica's Cx Housing

Cx transforms tenant services, supports mobile working and streamlines processes for Muir Group

Muir Group Housing Association, which manages more than 5,500 homes across 33 local authority areas and handles over 72,000 customer calls a year, faced siloed systems, heavy spreadsheet use and slow response times that hindered tenant services and mobile working. To streamline processes and create a single source of truth, Muir Group selected Civica’s Cx Housing platform alongside Keystone asset management software to support its digital transformation and improve tenant communications and engagement.

Civica implemented an integrated solution linking Cx, Keystone and the organisation’s EDM, mobilising 35 staff with up‑to‑date, mobile-accessible information and reducing manual administration by the equivalent of 2 FTE. The result was faster document access, improved tenant services and engagement, progress toward a paperless environment and accelerated response times, with Muir Group now exploring IoT and Microsoft Power BI to build on these gains.

Muir Group

Ian Whitwell

Assistant Director of Business Transformation and Technology