Setting the Standard

London Borough of Ealing – September 2020

Setting the Standard is a pan-London project to ensure Bed & Breakfasts and Studio Apartments used by 31 local authorities for temporary accommodation meet the minimum required quality standard whilst being inspected on a more frequent basis than other Houses in Multiple Occupation (HMO) accommodation, due to their use as accommodation for homeless households.

The project links together a dedicated central inspections team, with a new, purpose-built Setting the Standard IT system to share inspections data across the participating boroughs. It includes a service management system, mobile inspection app, and provider and local authority portals.

Bulk gas supply inspection and management

London Borough of Lambeth – July 2020

This system manages the condition of the bulk gas supply sites in the borough. Contractors have a mobile app with details of the bulk gas supply sites including technical drawings. They inspect 4 points on locations on pipes at the site and include images and remedial reconsiderations. There is a management system where the inspection data is compared to initial measurements and previous inspections with risk highlighted in colour. Remedial actions are created in the Northgate housing management system and notifications are sent should they not have been completed in time. Provides timely and accurate condition data for audit and accountability in a fast and easy to use way.

Caretakers

Stevenage Borough Council – June 2020

This mobile app and management system, records all caretakers performance information. Caretakers are scheduled to various rounds informing them of which blocks to visit. They perform a vehicle check each day and, as well as recording their caretaking tasks, breaks, and meetings, they can report flytipping, drug paraphernalia, and other observations, with photos, that are emailed to other teams for remedy. All data is visible in the management system as well as charts highlighting how the completion of rounds is progressing. Provides accurate performance data for audit and accountability, and speeds up and improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Fire safety

London Borough of Lambeth – March 2020

This system manages the fire risk assessments and fire risk using a combination of mobile apps, management dashboards, task management, integration, and automation. A detailed PAS 79 fire risk assessment is performed on a mobile device. Inspectors request remedial actions such as repairs, installation, housing management, and documentation. These are created in the dedicated fire risk management system and in the Northgate housing management system where they are passed to contractors or housing officers. A .pdf document of all information and images is created and loaded into the EDMS. The dashboards update automatically when the remedial work is completed on the other systems. Lists of allocated actions are emailed to other teams, including TMOs, every week, and bulk updates can be loaded back into the system. Provides timely and accurate data for audit and accountability in a fast and easy to use way.

Estates management

Westminster City Council – February 2020

This mobile app and management system allows estate officers to complete a detailed estate inspection report and request a number of remedial actions including repairs, flytipping, grounds maintenance, tree maintenance, pest control, parking issues, and others, with photos. A .pdf of the estate inspection is created, with all scores, comments and images, and loaded into the EDMS and is available on the council website. Remedial actions are emailed to third parties with a secure link for them to update the completed status. The dashboard allows searching and viewing of all data, and management of outstanding issues. Improves the quality, speed, and transparency of estate issues and helps their quick resolution to reduce cost and improve resident satisfaction.

Microsoft Access database migrations

London Borough of Enfield – December 2019

12 Access databases were migrated to Rapid to future-proof, secure, and avoid their complex installation by making them accessible via a browser. Some of them were more than 20 years old! Their databases were upgraded to SQL Server, and their front-ends migrated to Rapid with their security managed in Active Directory. Most of the databases were completed within 8 months, and included Address Matching, Absence Monitoring, Child Guidance, CTS Commissioning System, Delegated Powers, Facilities Management Parking, Homefinder, Microfilm and Records, Property Enquiry Management System, Room Booking for Community House, School Placement Appeals
School Exclusion Appeals. Speeds up and improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Vulnerable tenants survey

London Borough of Lambeth – November 2019

This mobile app allows for the survey of all residents and confirmation of their property and household details. The app also collects information pertaining to vulnerability, support services, referrals, fire safety, and repairs, with photos. Details are emailed to appropriate teams. There is also a dashboard of the number of visits done and other PKIs. Helps with more accurate record keeping and provides better customer service, in a fast and easy to use way.

TA voids inventories

Stevenage Borough Council – November 2019

This mobile app allows the TA voids team to take detailed inventories of recently vacated properties, including images. These are turned into .pdf documents which are stored in the document management system. Reduces trips back to the office and double-keying. Improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Homelessness risk assessments

Stevenage Borough Council – October 2019

This mobile app integrates with the support services module on the Northgate housing management system and allows completion of homeless risk assessments from a mobile device, including updating contact details. Reduces trips back to the office and double-keying. Improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Tenancy visits

Stevenage Borough Council – October 2019

This mobile app integrates with the Northgate housing management system and allows the tenancy team to conduct settling-in and 8-month visits, and collect and confirm information about the household. It helps officers arrange visits with coloured highlighting as to any that may be overdue. Reduces trips back to the office and double-keying. Improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Uniforms and PPE

London Borough of Islington – September 2019

This system supports self service ordering of uniform and PPE for the public realm service, including:
– Pictures and multiple sizes of items
– Authorisation limits below which staff can order and collect items immediately
– Management of stores with item cost and re-order limits and notifications
Ensures operatives have the uniform and protective equipment they need as quickly as possible, provides accurate data for audit and accountability in a fast and easy to use way.

Online forms

Stevenage Borough Council – July 2019

A large number of forms for various purposes. Like all Rapid forms they have visibility logic, summary .pdfs, and save/resume. They are now maintained in house, with further forms regularly added. Speeds up and improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

SMS Responder

May 2019

The SMS Responder allows the creation of any number of modules that response to text messages sent in by residents and “mail merge” data from any database into text message responses. There are a number of settings for defining the content of the messages. It is compatible with many SMS gateways, including GOV.UK Notify. Reduces the number of phone calls by using text messages to answer common queries like the balance of accounts and invoices, and rent to be paid.

Housing supply inventories and documents

Stevenage Borough Council – April 2019

This mobile app allows the housing supply team to take detailed inventories of properties known to the service, including images and signatures. These are turned into .pdf documents which are stored in the document management system. Documents include: Detailed property inspection, Authorisation, Deposit Guarantee, Direct Debit, Evidence of Serving, Rent in Advance, Rough Sleeper Top-up Award, Summary of Load Repayment, and Tenancy Deposit. Reduces trips back to the office and double-keying. Improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

IOT Smart Light management system

Brillianz – March 2019

Managed the location and security of groups of smart lights in a building. Including allowing authorised users to control lights and set and their desired brightness. As well as an innovative installation aid that allowed fast identification of individual smart lights, once they had been installed, without the need of their serial numbers.

Support services mobile application

Stevenage Borough Council – March 2019

This mobile app ingrates with the support services module on the Northgate housing management system and allows support staff to contact residents at the schemes on a daily basis including visits, welfare checks, pull cord tests, and emergency calls. A number of resident details are available including contact details, control measures, person attributes, and consent information, as well as recording all details of the visits. Reduces trips back to the office and double-keying. Improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Billing system

London Borough of Camden – February 2019

Makes it easy and practical for large landlords to provide fully costed
and transparent bills to residents, that reflect their consumption.

– Produce personalised bills for residents using meter readings
– Lower cost of bulk supply of energy, and complexity of administration
– Ensure the landlord is able to recover all costs of supplying energy
– Use data from housing management or any other system
– Apply scales, uplifts, caps, debt reduction, VAT, or any calculation
– Collect useful data for building performance and resident motivation
– Increase transparency of bills – Lower bills for residents
– Increase resident satisfaction

camden-billing

Contractor portal

ARHAG Housing Association – January 2019

Ability for contractors providing work for the Housing Association to upload invoices and receive notifications as to when they can expect to be paid, and have been paid. Saves considerable time in enquiries from contractors and ensures invoices, that were previously received manually, don’t go missing.

Online quizzes

Change Grow Live (CGL) – November 2018

These standardised quizzes to determine an individual’s level of alcohol or substance abuse sit within CGL’s main website and allow sign posting of the public to services that would help them. Dashboards provide anonymous use and general location information.

Supported accommodation agency KPI collection

Wandle Housing Association – October 2018

This app sends quarterly reminders to support accommodation management agencies for them to complete online forms where they provide their performance KPIs. These are all collated into a single dashboard. This saves considerable time and provides much greater transparency and accuracy than the manual spreadsheets that it replaced.

Garage applications

London Borough of Lambeth – August 2018

Garage properties are shown on a map, coloured by how many are available on each estate. The public can provide their details, including vehicle and residence, and apply for a garage. The system shows them the cost according to their circumstances. Applications go into a workflow system with notes and details of contact, and the final Northgate application number. Available garages are updated each evening. Reduces the void time of properties and brings more income to the council, as well as provide a better service for residents.

Email Notifier

July 2018

The Email Notifier allows the creation of any number of modules that “mail merge” data from any database into email notifications. There are a number of settings for defining the recipient, contents, and frequency of the emails. Northgate DTI documents can also be generated and attached to emails as .pdfs. Improves communications between departments, the council and third parties, and the council and residents.

SMS Notifier

July 2018

The SMS Notifier allows the creation of any number of modules that “mail merge” data from any database into text message notifications. There are a number of settings for defining the recipient, contents, and frequency of the emails. It is compatible with many SMS gateways, including GOV.UK Notify. Reduced the expense of missed appointments with reminders and encourages tenants to make payments or contact arrears teams.

Housing application form

London Borough of Lambeth – April 2018

Secure and transfer housing applicants use the online housing form to
report their circumstances in detail and receive an instant reply of
eligibility. The form integrates with the housing management system to
create and update their application, and medical referrals.
– Address search control
– Medical condition picker control
– Save and resume

– Real-time eligibility feedback
– Summary page and downloadable .pdf

Health and safety monitoring

Optivo Housing Association – April 2018

This system plugs a gap between a different mobile solution where health and safety issues are raised, and the housing management system. Users match repair records to risk records to maintain a view of outstanding risk. Joins data for better management and insight, more effective issue resolution, better customer service and greater resident satisfaction.

Homelessness application

London Borough of Camden – March 2018

With the introduction of the Homelessness Reduction Act, Rapid had to step in fast due to the failure of another supplier to deliver. We created a cloud-based homelessness self referral form that integrates in real-time to the Northgate Housing Management system.

Homelessness self referral

London Borough of Haringey – March 2018

With the introduction of the Homelessness Reduction Act, Rapid had to step in fast due to the failure of another supplier to deliver. We created a cloud-based homelessness self referral form with secure web services for Haringey to collect and process the data at regular intervals. Saves officer time by reducing double-keying and helps the council meet its obligations in an accurate and effective way for better resident satisfaction.

Homeless application

London Borough of Islington – March 2018

With the introduction of the Homelessness Reduction Act, Rapid had to step in fast due to the failure of another supplier to deliver. We created a cloud-based homelessness self referral form that integrates in real-time to the Northgate Housing Management system. Saves officer time by reducing double-keying and helps the council meet its obligations in an accurate and effective way for better resident satisfaction.

Customer invoice payment portal

Stevenage Borough Council – February 2018

A payments portal for residents of Stevenage borough council to pay various charges and invoices. Details are checked with internal records, and added to a basket, before being passed to a secure payment gateway to pay for the basket in one transaction. Speeds up and improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Customer invoice payment portal

East Hertfordshire District Council – February 2018

A payments portal for residents of East Hertfordshire district council to pay various charges and invoices. Details are checked with internal records, and added to a basket, before being passed to a secure payment gateway to pay for the basket in one transaction. Speeds up and improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

Retirement housing daily visits

RHP Housing Assoication – January 2018

This mobile app allows support staff at retirement housing to account for the whereabouts of residents on either a daily or weekly basis. Provides detailed records for audit and accountability in a fast and easy to use way.

Microsoft Dynamics CRM integration

Optivo Housing Association – December 2017

Customer data from legacy applications is shown within Microsoft Dynamics CRM, including hyperlinks to the EDMS. Opens up legacy systems and joins data for better and faster access to resident information for more effective issue resolution, better customer service and greater resident satisfaction.

Caretakers work reports

RHP Housing Association – June 2017

This mobile app allows caretakers to quickly report work on estates by scanning a QR code and tapping a button. There is also a searchable and downloadable management dashboard of all work reports. Provides accurate performance data for audit and accountability in a fast and easy to use way.

Rough sleeping reports

Change Grow Live (CGL) – March 2017

This mobile app and management system allows members of the public to report rough sleeping or other street activities in Camden in order for an out-reach worker to offer them assistance.

Welfare Rights Referral

London Borough of Camden – February 2017

Provides specialist welfare rights advice and casework to council tenants to help them sustain their tenancies, ensure they receive appropriate benefits entitlement and avoid getting into rent arrears. New council tenants are assisted in managing their tenancies by receiving benefits and budgeting advice from the introductory stage to when they become secure tenants. New applications are pre-populated using detailed data from the Northgate housing management system to reduce officer time and cost, and improve accuracy.

Intermediate housing register

London Borough of Camden – September 2016

Intermediate rent homes cost more than council accommodation but less than a private tenancy. This system allows households eligible for intermediate housing in Camden to provide details about their circumstances and desired size of property. Providers have a portal in which they can filter and download lists of matching households and contact them about available properties. Registrants are contacted at regular intervals to confirm whether they wish to remain on the register.

Mobile repairs

London Borough of Lambeth – September 2016

This mobile application integrates with the Northgate housing management system and supports:
– Intuitive searching of properties, including using user location, and navigation
– Resident contact information including buttons to call and email residents
– Housing management task management, including photographs into the EDMS
– Void management including void path, meter readings, and property updates

Voids management, repairs, and London accessible housing register

London Borough of Islington – June 2016

This mobile application integrates with the Northgate housing management system and supports:
– Management of the property void path
– Creation of complex repairs, including full SOR search
– Completion, calculation, and storage of the London accessible housing register grade
Reduces trips back to the office and double-keying. Lowers void turn-around time to increase council revenue. Improves the accuracy of back-office processes for cost saving and greater resident satisfaction.

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London accessible housing register

London Borough of Camden – May 2016

This mobile application allows for the completion of the London Accessible Housing Register survey whilst on site. Visibility rules in the app ensure users answer only required questions. All complex scoring rules are processed and the detailed answers and high-level grades are stored in accessible locations in the housing management system.

Housing application form

London Borough of Camden – April 2016

Secure and transfer housing applicants use the online housing form to
report their circumstances in detail and receive an instant reply of
eligibility. The form is pre-populated with known applicant data, and
integrates with the housing management system to create and update
their application, and medical referrals.
– Address search control
– Medical condition picker control
– Real-time eligibility feedback
– Full change of circumstances
– Summary page and downloadable .pdf

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Caretakers

London Borough of Camden – September 2015

Used by 200 caretakers and supervisors to report cleanliness surveys, create communal repairs, report antisocial behaviour, abandoned vehicles, parking violations, grounds maintenance, estate cleaning. Each caretaker has a patch of estates they are responsible for and their schedule is shown, prioritised in colour by estates that haven’t been visited for the longest.

Repairs call centre

London Borough of Camden – January 2015

Repairs call centre staff use this application daily at the London Borough
of Camden to reduce the duration of a call and avoid searching multiple
systems. It makes it easy to see the full history of a repair, or create a new
one, by providing joined-up live integration to:

– Housing management system
– Document management system
– Asset management system
– Appointments system
– Subcontractor repairs system

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Housemark
Camden
CGL
haringey
islington
lambeth
Lewisham
Optivo
RHP
Stevenage
Torus