Client Background

Knowsley Housing Trust (KHT) is a not- for-profit, independent Housing Association registered with the Charity Commission. The Trust manages over 15,000 homes and offers housing advice and support to people in housing need, primarily within the borough of Knowsley on Merseyside.

Connect developed the original Knowsley Housing Trust website and was approached in March 2005 to redevelop the site in a way that would meet the increasing demands of the public.

The requirement was for a website that would improve upon the functionality and interactivity of KHT’s existing site.

As its tenants are actively involved in the management of their homes, KHT consulted with them throughout the various stages of development in order to provide a solution that would satisfy all their needs.

The Solution

A priority for Knowsley Housing Trust, as with many organisations, was to make the website accessible to all members of the general public. With particular expertise in this field, Connect developed the KHT website to meet the requirements of the Web Accessibility Initiative (WAI), qualifying the site for Bobby AA Approved status.

In order to help KHT improve the delivery of information, Connect recommended a content managed solution that would enable staff to maintain and update site content internally, saving both time and money. The speedier publication of new information gives the organisation the ability to be more responsive, improving the online delivery of services for tenants, whilst helping KHT to realise Best Value.

Connect CMS, the content management system used by KHT, gives staff total control over the publication of a wide range of information – including: press releases, job vacancies, special promotions and reports.

The fully transactional website also incorporates an area specifically for tenants. Here, tenants can view their rent balances and make rent payments securely online. In addition, tenants can even request housing repairs using an innovative graphical online repair reporting system.

Further development of the website has led to KHT including another facility in the tenants' area which enables tenants to find out when their next gas servicing inspection is due. If their survey is due they can call KHT and book an appointment for an inspector to visit their home and check their gas appliances.

Connect has even developed an online regeneration database to enable tenants to find out what regeneration activity is taking place within the Knowsley area.

The database accurately and efficiently communicates details of the Trust’s ambitious £300 million improvement programme. Accessible via the tenants’ area of the site, tenants can search the database by postcode to find out exactly what housing improvements, such as double glazing, are being made in their street or elsewhere in Knowsley.

John McHale, Chief Executive of KHT, said, “We wanted to improve upon the functionality and interactivity of our existing website and we chose Connect as they are a proven supplier of cost effective and accessible web-based solutions.

“The regeneration database they developed is a very important resource as KHT tenants are actively involved in the management of their homes and this provides information in a wholly transparent way. It will really support out tenant participation agenda.”

The Results

• Enhanced service for tenants
• Increased levels of tenant participation
• Improved awareness of KHT’s activities
• Cost savings through the dissemination of information online