Strategy and insight
Collaborating with clients to devise innovative corporate function-based strategies and create fresh customer offerings is a fundamental aspect of our services.
A core part of our work in this area is providing insight to support the development of new strategies and ways of working, and to drive innovation in the sector. This includes working with boards and executive teams on horizon scanning activities, as well as bringing insight into best practice approaches and trends within and beyond the housing sector.
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Target Operating Models
Our Target Operating Models (TOM) serve as a strategic framework that outlines how our housing clients will execute their vision and mission, thereby achieving their business objectives and most importantly meeting the needs of their customers. Bespoke to your requirements, the model defines essential capabilities within your organisation, presenting a business case and a roadmap for implementing changes.
We work with clients to develop TOMs at both organisational and function levels in response to drivers such as cost reduction, channel shift, new technologies, sustainability, mergers, and preparation for growth. We aim to facilitate performance improvement through strategic alignment and effective organisational design.
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Service review and design
Our service design work includes areas such as process review and re-design, organisation design, cost benchmarking, and customer journey mapping.
Examples of our work in this area include:
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- Redesign of housing and finance functions to support the specification and procurement of new technology systems
- Review of housing and repairs services for a local authority
- Deep dive reviews into core services such as HR, Communications, Shared Owners and Customer Services to benchmark costs and identify improvements
We support housing organisations through the full change process: the set-up and planning of new programmes, through to the delivery of specific projects and activities such as:
- Project Management Offices (PMO)
- Reviewing programme governance structures
- Developing the skills of in-house teams
- Supporting implementation
- Independent assurance to the board on the delivery
We provide interim expertise to support the delivery of change programmes across a range of disciplines including IT, HR, change, and culture.
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Customer journey research and engagement
We work with housing clients to understand their customers better and provide more effective services. This includes mapping the customer journey through all the touchpoints to streamline processes and develop people to reduce inefficiencies and ultimately increase tenant engagement, This work is measured by the positive impact on the tenants.
With the constant pressure to stay ahead of regulation changes, the economic climate, technology efficiencies, increased customer demands and ever-tightening budgets, it can be difficult to find the skills you require to execute your organisational change strategies on time. We help clients to deliver programmes and projects with the talent required to complement your in-house teams, from both inside and outside the housing sector. As well as providing short-term support for additional capacity or to plug specific gaps.