18,780 Council Homes

HMS: Capita Academy

Elevate East London (Elevate) was set up in 2010 as a joint venture between the London Borough of Barking & Dagenham (LBBD) and Agilisys, a provider of digital and business solutions.

The partnership, established as a Limited Liability Partnership (LLP) involves delivering services through more effective and less costly methods.

Deeplake’s Communications Manager (CMGR) was initially selected as the SMS supplier to cut down on paper costs, increase tenant engagement and reduce the number of costly missed appointments - LBBD have approximately 3,600 missed appointments per year, at a cost of £270,000 per year.

They started using CMGR for Arrears Reminders, Balance Requests and Ad-hoc information to tenants, e.g. notification of resident meetings.

The Balance facility is very popular with customers as they are able to get balance information for their rent account at any time of day and without having to call the call centres - which is already at capacity.

  • In-bound Balance self-service requests alone saves in excess of £2300 per month - not including overhead costs
  • Tenant participation in events and resident engagement meetings has increased through tailored communication with CMGR

LBBD recently upgraded to CMGR v 6 and are actively looking at ways to increase usage based on the new functionality and features, such as Social Media.