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Hanover – Qube PM’s service charge management system delivers improved customer service

Hanover Housing is a leading national provider of housing and services for people in later life. It manages 19,000 properties across 600 locations nationwide and aims to provide a range of attractive housing options that meet different individual needs and local demands. Around a third of its units are long-term tenancies and two-thirds are monthly “social let” tenancies. Both these groups pay service charge and reserve fund contributions.

Hanover initially implemented Qube PM in 2010 but with a limited remit. Since re-implementation in 2014, the organisation has experienced the benefits of using a comprehensive service charge management system – including considerably enhanced transparency and improved customer service. Qube PM is completely integrated with Hanover’s existing financial management system and has delivered significant cost savings to the organisation. This has included a 60 per cent reduction in the time taken to produce year end accounts.

Selected comments included in the case study from Philip Marns, Service Charge Policy and Projects Manager, of Hanover:

  • “The information our customers receive from us has been transformed. We’ve improved consistency and transparency and this has already helped us to strengthen relationships with sections of our customer base, while also reducing costs.”
  • “Our customers now get clear statements showing them exactly what they’re being charged for. This is very important for engendering confidence and trust.”
  • “The account management and support we have received has been of the highest quality. Their flexibility, responsiveness and helpfulness is second to none.”

Find out about more about the significant benefits Qube PM is delivering to Hanover Housing by downloading the full case study.

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