Linc Cymru

The Client

Linc Cymru Housing Association has a strong reputation across South Wales as a leader in the field of high-quality social housing, affordable home ownership, Extra Care schemes, sheltered housing, nursing homes and enterprise businesses.

The housing association is split into two primary business streams: Linc Home and Linc Care. Linc Homes operates across South Wales, providing affordable social homes to rent or buy. Their intermediate and market rent schemes provide homes to people who are unable to buy or wish to rent because they do not qualify for social housing.

Linc employs over 500 staff and has over 4500 properties in its portfolio, with ambitious plans for growth.

The Brief

The two main aims of the web project we worked on with Linc were improving the online presence of the housing association and optimising the user experience for their customers. We broke these down into:

Corporate Image

The legacy Linc website was dated and didn’t look very professional, which meant it didn’t create an accurate brand image. The aim of the new site was to update their image and portray Linc as a capable, customer-focused provider of quality Care and Housing services.

Customer Experience

The other main priority was to combat the navigation issues with the current website, and in particular, the difficulties Linc's tenants were having around accessing the provides support, information and guidance available in the 'Homes' section.

The new site needed to be highly accessible, easy to navigate and cater to the primary customer group using the website, encouraging tenants to transact via the website as opposed to calling the Customer Contact Team.

The Solution

In order to tick all the boxes for Linc, we decided to build an Umbraco multisite. This would allow them to access both the Linc Cymru and Barrack Lane websites via the same Umbraco login, saving them precious business time.

We used Umbraco Forms to help improve Linc’s online services by giving their team the power to create and manage bespoke forms. This enabled them to generate unique contact forms at the bottom of each landing page, which send information to the most relevant member of staff and take users to a unique ‘Thank you’ page linked to a unique Google Analytics tracking code.

As part of the project, we also completed a number of integrations, including a Careers Feed which uses an external RSS feed of jobs generated by Linc’s existing system, as well as a Cisco Web Chat which feeds into their internal CRM.

Since the launch, Linc have noted substantial cost and time savings thanks to the improvements to their online services. Thanks to their updated digital offering, the housing association have been able to attract more quality suppliers and contractors, successfully promote the benefits of working at Linc and seize more opportunities for growth.