Project Overview
A UK Registered Provider (housing association) managing 8,400 social housing homes across three local authorit...
Technology Stack
Compliance & Standards
The Challenge
A UK Registered Provider (housing association) managing 8,400 social housing homes across three local authority areas needed to replace their legacy PABX (2008 asset management system) and paper-based repair process. Homes England Regulatory Framework (consumer standards), Decent Homes Standard compliance tracking, tenant satisfaction measures (TSMs — mandatory from April 2023), and a tenant-facing portal were the mandatory requirements. Budget: £110,000.
Our Approach
Inspired Design
Next.js tenant portal using GOV.UK Design System component library.
Tenants can
- report repairs (category selection, photo upload, urgency), check repair status, pay rent (Stripe Direct Debit), view tenancy documents (tenancy agreement, rent statement, correspondence), and access housing benefit advice.
- WCAG 2.1
AA
mandatory for housing associations serving vulnerable populations — manual NVDA testing every sprint.
Homes England Tenant Satisfaction Measures
TSMs (mandatory April 2023): 22 measures across Keeping Properties in Good Repair, Maintaining Building Safety, Effective Complaint Handling, Respectful and Helpful Engagement, and Responsible Neighbourhood Management.
Platform tracks
repair completion within target (emergency 24h, urgent 5 days, routine 28 days), tenant safety checks (gas safety certificate currency, electrical installation condition report, fire risk assessment currency), and complaint resolution data.
Decent Homes Standard
properties must have no Category 1 hazards (HHSRS), be in reasonable repair, have modern facilities, and have effective insulation.
Platform
stock condition survey data imported (Excel), property component tracking (kitchen age, bathroom age, boiler type/age, roof type), planned maintenance programme (component end-of-life prediction), and Category 1 hazard tracking with resolution SLAs.
Homes England Regulatory Reporting
- Consumer Standards regulatory returns (required by Homes England): TSM data in Homes England prescribed format (Excel upload to Homes England portal), stock condition summary, safety certification compliance rates.
- Platform generates the regulatory return automatically from operational data — previously 3 weeks of annual manual data compilation.
The Results
Platform live at 18 weeks, £102,000 — under budget.
Tenant portal adoption: 72% of tenants registered within 6 months.
Repair completion within target: 67% → 91% (TSM repair measure).
TSM tenant satisfaction score: 68% → 79% (above national average).
Homes England regulatory return: automated — previously 3 weeks manual.
WCAG 2.1 AA: Homes England inspection cited accessible digital services as area of strength.
“91% repair completion within target versus 67% — that is what the Decent Homes Standard inspection will see. TSM satisfaction 68% to 79%, above the national average. Homes England cited our accessible digital services in the regulatory inspection. The 3 weeks of annual reporting effort is now automated." — Director of Housing, UK Registered Provider (name withheld)”
Project Details
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