Transforming Housing Association Operations with AWS-Powered Solutions and Managed IT Support

Client Overview

Horizon Housing Association oversees 3,000+ residential properties across the UK, providing services to a diverse tenant base. Faced with outdated IT systems, fragmented communication channels, and inefficient property management workflows, Horizon sought a scalable and future-proof solution. Partnering with Appico IT, the association embarked on a digital transformation journey leveraging AWS cloud solutions and managed IT support services to modernize operations.

Key Challenges

1. Fragmented Tenant Communication:
   • Disconnected communication channels caused missed updates, delays in addressing tenant concerns, and dissatisfaction.
2. Manual Property Management Processes:
   • Maintenance requests, property inspections, and tenant records were handled manually, leading to inefficiencies and errors.
3. Operational Silos:
   • Legacy systems lacked integration, slowing cross-department collaboration and reducing staff productivity.
4. Outdated IT Infrastructure:
   • Legacy on-premises servers were prone to downtime, affecting critical tenant services and operational continuity.

Appico IT’s AWS-Based Solutions and Managed Support

1. Unified Communication with AWS Connect

• Tenant Portal Integration:
  • Developed a centralized tenant portal hosted on AWS Cloud, integrating email, SMS, and in-app notifications for real-time communication.
• Automated Notifications:
  • Leveraged AWS’s Simple Notification Service (SNS) to automate reminders for rent payments, maintenance schedules, and community announcements, reducing missed updates by 85%.
• Data-Driven Insights:
  • Enabled tenant feedback collection and analysis using Amazon QuickSight, driving proactive service improvements.

2. Cloud-Based Property Management System

• AWS-Powered Management Solution:
  • Migrated Horizon’s property management workflows to an AWS-hosted platform, automating maintenance requests, tracking inspections, and enabling digital tenant records.
• Real-Time Reporting:
  • Utilized AWS Lambda for real-time data processing, allowing property managers to address 40% of maintenance issues within 24 hours.
• IoT Integration for Maintenance:
  • Implemented IoT-enabled sensors (AWS IoT Core) in properties to monitor issues such as water leaks or heating system failures, reducing response times.

3. Operational Efficiency Through AWS Infrastructure

• Scalable Cloud Environment:
  • Replaced outdated on-premises servers with scalable AWS EC2 instances, providing improved system performance and reducing downtime by 60%.
• Centralized Data Repository:
  • Deployed an AWS RDS (Relational Database Service) for unified data storage, streamlining workflows across departments and cutting task redundancies by 50%.
• Serverless Automation:
  • Used AWS Step Functions to automate routine processes such as invoice generation and compliance reporting.

4. Managed IT Support Services

• 24/7 Monitoring & Support:
  • Implemented proactive system monitoring with AWS CloudWatch, ensuring real-time issue detection and resolution.
• Scheduled Maintenance:
  • Conducted regular updates and patches through managed services, minimizing disruption to tenant-facing services.
• End-User Training:
  • Delivered tailored staff training to optimize the adoption of new systems, ensuring a smooth transition and enhanced productivity.

Impact & Results

Enhanced Tenant Satisfaction:

• Tenant satisfaction scores increased by 30% within six months due to improved communication and faster response times.

Streamlined Property Management:

• Resolution times for maintenance requests dropped by 40%, improving tenant retention and reducing complaint escalations.

Boosted Operational Efficiency:

• Staff productivity rose as a result of streamlined workflows and centralized data, enabling teams to handle a 20% higher workload without additional resources.

Cost Savings and Scalability:

• Horizon achieved annual savings of £75,000 through reduced administrative costs, faster workflows, and decreased system outages.
• The AWS environment allowed for seamless scalability, accommodating future growth without major infrastructure overhauls.

Conclusion

Appico IT’s AWS-based solutions and managed IT support transformed Horizon Housing Association into a digitally-enabled organization. By addressing core challenges and future-proofing operations, the partnership equipped Horizon with the tools needed to deliver exceptional tenant experiences and efficient property management for years to come.