Digital Transformation — UK Housing Association (12,000 Homes)

Tenant Portal Architecture: Next.js tenant portal with GOV.UK Design System baseline for accessibility. Azure AD B2C for tenant authentication (email/SMS OTP — no password to forget). Self-service: rent balance view, payment (GOV.UK Pay), repair request (with category, urgency, and photo upload), tenancy document download, and change of details. WCAG 2.1 AA: manual screen reader testing on every sprint. NEC Housing API Integration: NEC Housing has a REST API (NEC Digital) for data read/write. ClickMasters integrated: tenant account data (balance, payment history, tenancy start), repair orders (create, status update), correspondence history, and rent schedule. Nightly data sync for reporting; real-time for tenant portal transactions. Rent Arrears Automation: Arrears workflow: automated rent statement emails at 14 days in arrears, SMS reminder at 21 days, outbound call scheduling at 28 days (via housing officer queue), Notice of Seeking Possession (NSP) template pre-population at 56 days. Arrears dashboard: segmentation by amount, duration, vulnerability flag (Universal Credit, mental health, domestic abuse markers). Homes England Regulatory Reporting: Homes England requires annual regulatory data returns (Rent Standard, Consumer Standards, Decent Homes). Data aggregation from NEC Housing into Homes England prescribed formats. Automated validation: check data consistency before submission. Audit trail: every data point in the regulatory return is traceable to its source record.