Cx Housing Transformation for Westmorland & Furness Council

The Challenge

Westmorland and Furness Council faced challenges in configuring the Civica Cx housing management system to fully support service delivery. Internal teams didn’t have the specialist skills to make the system deliver, and key system interfaces with contractors were missing — preventing smooth data transfer. Performance reporting fell short, with output that didn’t support decision-making.

The Solution

iStride worked with the council to develop a robust and future-ready Civica Cx environment. This included building effective workflows, particularly around repairs and rent arrears, and delivering seamless interfaces between internal systems and external repair contractors. Additionally, iStride delivered a comprehensive suite of live and period level reports to support performance management, tenant insight, and financial reconciliation. Throughout the project, iStride created process maps and documentation to upskill internal staff and embed system knowledge.

The Results

The council has achieved major improvements across operations: Efficiency gains in arrears management, enabling officers to prioritise cases and take appropriate legal action earlier — reducing escalation risk. Better customer experience, with live rent account data and repair statuses ensuring transparency, timely communication, and more reliable services. Upskilled staff, thanks to hands-on training and tailored process guidance, allowing the housing team to confidently manage and evolve the system day to day.

Take a look at this short blog article on the importance of getting your data right:

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In the world of Business Intelligence (BI), it can be tempting to tidy up, or hide bad data so that it "looks right". When you're building dashboards or reports that will be seen by leadership teams or operational managers, you might feel the pressure to make things neat, consistent, and complete - it massively reduces trust if they're not. But here's the truth: sticking a plaster over poor user data doesn't fix the wound underneath. If you're reporting on unreliable or incomplete information, y

and if your live DB is growing out of control, look at this article for some strategies you could implement:

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Databases have a habit of growing quietly in the background until, one day, they’re suddenly everyone’s problem. Storage might feel cheap, but the ripple effects of an oversized database are anything but. Longer nightly ETL runs, sluggish reporting, bloated backups, and clogged networks all trace back to unchecked growth. The result? Your business loses precious time and flexibility, especially when jobs that should finish in an hour creep into the early morning. This post is not about reckless