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MITIE and RedSky IT solution delivers improved customer service for Annington Homes

Part of the £650m MITIE group, MITIE Scotgate, has been awarded a multi-million pound contract by Annington Homes to run the Resident Management Companies (RMCs) on their 700 ex-MoD sites. This includes management of company accounts, full administration and maintenance of communal areas and utility services, as required.

As part of the contract, MITIE Scotgate will introduce a cutting edge customer service management solution created in alliance with IT partner RedSky IT, ensuring that Annington further enhance the customer service that the residents receive. This comprehensive utilities and infrastructure software management package is set to revolutionise the running of the RMCs, so that around 15,000 residents will soon benefit from improved communication, visibility and traceability of maintenance work on their sites.

There are two key elements to the solution: Summit Service Management and the Summit Assimilate Content Management tool.

Summit Service Management provides MITIE Scotgate with a call centre application for taking and managing all resident calls, improving the process of managing thousands of jobs each month and ensuring that all tasks are completed within set service level agreements and that billing occurs automatically.

Using the Summit Assimilate product, MITIE are able to deploy a secure extranet website that displays information about each site and copies of the service contracts on each Annington “neighbourhood”. Residents are offered secure access to information such as their service contract details, upcoming development news for their area and most importantly they can review their calls logged for any maintenance tasks on their site.

Finally, the Summit Assimilate content management tool allows both MITIE Scotgate and Annington staff to easily and simply create, upload and publish website content to promote housing “neighbourhoods”. Visitors to the website are able to view the plans and drawings of the sites and look at the local community activities and facilities that are in place.

John Pettifor, Managing Director of MITIE Scotgate, explains, “We demonstrated to Annington that we could offer improved visibility and traceability of maintenance work scheduled for their sites. We could only achieve this by utilising software from RedSky IT which offers every single property owner access to live site information via a website. This was a key element in our successful tender for the contract.”

View the full case study