Our Services

Transformation and Change

Altair’s Transformation and Change team works with clients across socially focused sectors to help them achieve service excellence for customers, evolve with regulatory changes, and overcome barriers to success. We design, develop, and deliver impactful and positive change for organisations, customers, and wider stakeholders.

Our team of experts in Transformation and Change is dedicated to driving and supporting positive shifts in service delivery in social housing. We collaborate closely with our clients to enhance the impact, effectiveness, and integration of their services. Recognising that people are central to the success of any change initiative, our Transformation and Change specialists work hand-in-hand with you and your teams. Together, we co-design the most suitable approach, ensuring that your teams play a pivotal role in driving the desired transformation.

Upon accomplishing our shared objectives, we leave behind a lasting legacy for your teams. This involves providing the necessary training, equipping them with the right tools, and instilling the confidence required to adeptly manage future opportunities for change. Our results-oriented approach is not only effective but also holds significance for everyone involved in the process.

Our services include:

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.

View our Transformation & Change One Pager

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.

Find out more

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:

  • 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
Find out more

Programme implementation

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.

Contact our team

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.

Interim placements

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.

Strategy and insight

Target Operating Models

Service review and design

Programme implementation

Customer journey research and engagement

Interim placements

Our services include:
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.

View our Transformation & Change One Pager
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.

Find out more
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:

  • 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
Find out more
Programme implementation

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.

Contact our team
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.

Interim placements

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.

Meet our Transformation & Change team:

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