Park Town Residence (PTR) is a Housing Association operting in Thai Nguyen province with the mission to provide appropriate housing for local community with a particular focus on providing assistance and support to vulnerable individuals. PTR operates from a central office suite located in Thai Nguyen city but also own and manage several distinct housing blocks, split into General Purpose Housing and Supported Housing. General Purpose Housing . Four housing blocks in various locations across Thai Nguyen, each with an individual management office Supported Housing Emergency hostel for single young people aged 16-25 Transitional flats for 16 to 18 years old leaving care Two hostels for young mothers aged 16-25 PTR has separate departments for General Purpose Housing and Supported Housing. The General Purpose Housing department is run via separate distinct functional teams within the organisation, each responsible for tracking and managing issues within their own area. There is a finance team, a facilities maintenance team and a customer service team. When residents have an issue or problem, they first contact the customer service team and then are passed onto relevant members of the other teams if needed. Each team currently uses a separate system to retain and track information within their functional areas, using emailed requests to exchange information when requested, often in the form of attached Word and Excel documents. The finance team uses primarily Excel spreadsheets, Word documents and a specialised Misa Accounting, there is also a shared folder on the company Sharepoint server, with restricted access to non-authorised employees. The facilities maintenance team uses aspecialist cloud-based system called 360Facility to manage their facilities. Only the Facilities maintenance team has access to 360Facility. The customer services team uses a mixture of Excel spreadsheets for keeping data for each of the four housing blocks alongside Word and plain text documents to keep track of current and solved issues with individual residents. The Supported Housing department also uses functional teams with similar systems to manage their facilities but also assigns a Personal Coach to each resident to assess their individual needs and to arrange support services where required. The Personal Coaches are responsible for keeping confidential and sensitive information about their residents in secure password- protected Word documents on company laptops that only they and the Supported Housing Team Leader have access to. This confidential and sensitive information is not shared with any of the other functional teams. These documents are only kept on the relevant company laptops with regular backups onto a secure hard-drive that is kept in the main Luton Town Centre office in a locked room. Staff Numbers Finance Team: 10 staff Facilities Maintenance Team: 8 staff Customer Service Team: 15 staff Supported Housing Personal Coaches: 15 staff General Administration Staff: 8 staff Senior Management Team: 10 staff Organisational communication Most communication within PTR occurs using email, with several employees complaining about the difficulty in managing the large volumes of email sent and received every day. Organisation-wide information is shared through daily newsletters, which are emailed to everyone at PTR every morning. Key information shared here often is missed or ignored by employees, which necessitates managers to send reminder emails directly to employees after the newsletter has been distributed.The customer services team in particular has complained about difficulty in getting responses to emailed requests for information to other teams, often resulting in residents having to wait several days. There are company laptops issued to some employees, mostly Personal Coaches working with Supported Housing residents, but all other employees have access to their own PC, with a local storage area that they manage themselves and access to a Sharepoint drive that is managed centrally. The Sharepoint drive is mostly used by the Finance team to ensure access and version control for key financial documents