70,000+ homes: digital orchestration for a municipal housing group

Information sat in silos: duplicate entry, error-prone exports, and many hand-offs between local tenant offices and HQ. Billing, statements, and enquiries took too long; there was limited transparency across properties, contracts, and contacts. For tenants, that meant forms, phone calls, and office visits instead of simple digital services.

As lead contractor, together with topic specialists we designed and delivered a digital master plan—connect data, standardise processes, and make collaboration easier.

• Two-speed architecture: The AS/400 stays in operation but is connected via an API layer. Master data, contracts, postings, and movements are synchronised bi-directionally.
• Data hub & governance: Unified data models (MDM), data-quality rules, role/rights management, and an auditable history.
• Process workflows: Standardised flows for move-in/out, contract changes, service charges, parking & internet allocation, cooperative shares/savings, incident & repair tickets—with clear ownership and SLAs.
• Social intranet (organisational core): One place for tenant offices, contacts, phone directories, billing cycles, knowledge articles and internal comms—search replaces email chains and paper.
• Tenant self-service (external): Digital access to contracts, statements, bills, meter readings, tickets/appointments, and bank/SEPA—fewer counter visits, faster answers.
• Integration at scale: Interfaces to ERP, DMS, e-signature, billing, payments; automated document creation (notices, letters, lobby postings) from central templates.
• Security & compliance: GDPR, full logging, need-to-know access, tenant/office separation; audit-ready processes.

• One version of the truth: Properties, contracts, and movements are current and consistent—internally and for tenants.
• Faster billing & responses: less rework, shorter cycle times, clear status views.
• Lower call and form volume: self-service reduces inbound workload at tenant offices.
• Better collaboration: the social intranet links HQ and local offices—knowledge is findable, responsibilities are clear.
• Future-proof: new services (e.g., EV charging, upgraded internet, neighbourhood offerings) can plug into the data hub—no big-bang migration needed.