Frequently Asked Questions

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We primarily support housing associations, local authorities and aligned public service organisations, as well as technology vendors who serve this sector. Our clients range from small or mid-sized regional providers to national organisations undergoing major transformation. 

We are experienced in navigating the specific challenges faced by organisations of varying scale and maturity, tailoring our services to fit their resources, capacity and strategic ambition. Whether you’re embarking on a digital journey for the first time or looking to deepen insight from established platforms, we shape our approach to meet you where you are.

We are a boutique consultancy with deep sector knowledge, hands-on delivery expertise and a clear focus on results. We blend strategic thinking with operational reality, helping organisations turn complexity into clarity and deliver meaningful change. What sets us apart is our ability to integrate seamlessly with internal teams, building trusted relationships that extend beyond advisory.

We prioritise transparency, adaptability and outcomes at every stage, ensuring our clients not only have a strategic vision but the momentum and confidence to realise it. Whether leading full transformation programmes or solving complex delivery challenges, we operate with precision and purpose.

Yes. We are frequently brought in mid-flight to assess, support or re-align transformation efforts that have lost momentum or clarity. Our role often includes delivering assurance, providing strategic guidance or introducing the delivery structure needed to overcome operational bottlenecks.

We work flexibly with internal teams, helping you restore confidence and drive progress, regardless of where you are in the journey. Whether you are stuck in discovery or navigating complex integration challenges, we help you regroup, recalibrate and move forward with purpose.

We understand change fatigue and delivery scepticism. Our approach is transparent, collaborative and outcomes focused. We start with what’s real, engage stakeholders early and often and tailor delivery plans to ensure change is sustainable, not superficial. 

We do not bring in pre-set frameworks or off-the-shelf answers, instead, we co-design solutions that are realistic for your environment and capacity. We also use phased delivery to build confidence through early wins while managing risk as momentum grows. Through trusted relationships, clarity of purpose and hands-on support, we help break the cycle of transformation disappointment.

Start with discovery. We map your systems, assess your data readiness and co-design a migration strategy that balances risk, complexity and cost. 

Our work includes data quality improvement, governance design and assurance to de-risk the transition. We also conduct data profiling to identify common issues, support the development of cleansing and migration routines and work alongside business users to define clear ownership and accountability. 

Whether you’re planning to consolidate, migrate or decommission legacy systems, we bring structure and clarity that sets your programme up for success.

We take a resident-first view, mapping the full journey across digital and human channels. Through co-design and service redesign, we help you eliminate pain points, digitise key processes and reduce avoidable contact while improving satisfaction. 

We also assess the effectiveness of supporting systems, staff workflows and service standards to ensure that the journey is seamless across all channels.

Our interventions combine behavioural insight, user research and cross-functional alignment to create an experience that is easy, accessible and designed around real resident needs.

Absolutely. We improve scheduling, job management, communication and field productivity while supporting cultural change within the DLO. 

From mobile working to performance dashboards, we help you rebuild trust with tenants and improve cost-effectiveness. We also assess repairs policies, diagnostic flows, and operative performance to eliminate bottlenecks and improve first-time fix rates. 

Our goal is to reduce service variation and build a culture of accountability, pride and tenant focus, helping the service become more responsive, sustainable and well-regarded across your resident base.

We deliver data maturity reviews, governance frameworks, reporting packs and insight dashboards that link data to action. We also support capability building so your teams are equipped to sustain insight-led decision-making long after we leave. 

Our approach includes aligning KPIs with strategic goals, improving real-time visibility for operational teams and establishing the data governance structures needed to ensure lasting quality. 

Whether it’s supporting compliance, performance improvement or executive reporting, we help you unlock value from your data at every level.

We act as a bridge between vendors and clients, ensuring alignment of expectations, smooth delivery, and long-term satisfaction. We help position your solution effectively, support adoption and embed benefits realisation planning into the partnership. 

Our consultants bring a dual lens, understanding the technical roadmap from the vendor perspective while advocating for the outcomes and experience the client needs. 

We provide insight, implementation guidance and post-launch review that strengthens relationships and helps secure future opportunities. Whether you are scaling in the housing market or looking to increase customer success, we add clarity and trust to your client partnerships.