ARC Reporting and Civica Cx Optimisation for Albyn Housing Society
Simple solutions, timely delivered
Albyn Housing Society Ltd
Albyn Housing Society partnered with iStride to unlock the full potential of Civica Cx — moving from a basic implementation to a system that actively supports compliance, performance, and business improvement. Through targeted reporting, smarter workflows, and staff training, Albyn now operates with greater consistency, insight, and confidence across key housing services.
The Challenge
Albyn Housing Society was committed to getting more from its investment in Civica Cx — but like many organisations, early implementation had focused on replicating legacy processes rather than unlocking the full capabilities of the system. As demands evolved — including new regulatory requirements, greater reporting expectations, and operational pressures — the business needed more from Cx.
Key challenges included:
Data migration issues from legacy systems
Limited internal knowledge to configure and maintain Cx
Data migration issues from legacy systems
Inconsistent use of case and task workflows
Limited ability to generate reliable business reports and SSHC legislative returns (ARC) Regulatory compliance for new damp and mould reporting
The Solution
Working closely with Albyn’s IT, Performance, and Business Improvement teams, iStride supported a wide-ranging programme of work to unlock the full potential of Civica Cx.
This includes:
Developing automated reports to meet new regulatory obligations around damp and mould, replacing manual Excel entry with efficient, low-risk processes
Configuring custom reports aligned to business needs and KPIs
Supporting the resolution of migration issues, identifying root causes and ensuring clean data going forward
Training staff on Civica’s architecture, with a focus on building in-house knowledge
Expanding the use of Case and Task workflows to manage ASB, complaints, voids, and more — enabling a more consistent, process-driven approach across teams
Empowering the business to monitor ARC performance in real time rather than waiting for year-end reporting
“You always present with a professional, knowledgeable, and approachable attitude. You ask meaningful questions and deliver clear, effective solutions that help us meet both compliance and improvement goals.”
Claire Callander Business Improvement & Projects Officer
The Results
Albyn now operates with greater confidence, accuracy, and insight:
Regulatory compliance: A new damp and mould report saves significant staff time, reduces errors, and ensures up-to-date reporting for both regulators and internal learning
Time savings and consistency: Case and Task workflows now support a joined-up, auditable view of core housing functions, improving how staff manage tenant issues
Upskilled team: Staff now understand how to configure and develop Cx independently, with iStride available for support on more complex issues
Better reporting: Live ARC metrics and custom dashboards help monitor progress, improve data quality, and support faster, evidence-based decisions
Strategic benefit: Albyn has shifted from a “lift and shift” mindset to a proactive, improvement-focused use of Cx — beginning to realise a real return on its investment
“Jim helped us configure areas of Cx to support business improvements, giving us the ability to maintain and enhance the system ourselves. We now save time, deliver more consistent service, and have real-time visibility across complaints, ASB, voids and more.”
Maree Macrae Performance & Projects Business Analyst
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"Jim brings deep knowledge of Cx and insight from working with housing providers across the country. That perspective helps us see opportunities, not just fixes."
ICT Director
Robert Buchanan