PROJECTS 01
Introduction
A UK housing provider facing growing dissatisfaction, missed inspections, and service-level failures commissioned Evance Consulting to lead a full redesign of its emergency and responsive repairs service.
Over eight weeks, we conducted a deep, end-to-end analysis mapping the current operational state, uncovering systemic gaps, and integrating the inspection process into the wider repairs journey. Our engagement brought together process analysis, staff interviews, customer journey mapping, and facilitated design workshops to shape a future-ready, customer-led model.
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We delivered a validated "as-is" service blueprint, a co-designed "to-be" vision, a clear gap analysis, and a tailored transformation plan. All of this was brought together in a high-level, management report designed to support confident, board-level decision-making. ​The engagement served as a strategic reset, shifting the organisation from fragmented service delivery to a focused, future-ready operating model.
The Challenge
Client Need
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Rapid visibility of the end-to-end repairs process, including people, systems, and customer touchpoints
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Identification of critical issues, inefficiencies, and inspection gaps within the current workflow
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Definition of what the future state should look like — realistic, customer-focused, and achievable
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A prioritised improvement plan to help the organisation move from reactive fixes to proactive service
The Obstacles
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High volumes of complaints and inconsistent communication with residents
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Missed or untracked inspections contributing to incomplete repairs and repeated customer contacts
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Disconnected systems (MRI, TotalMobile, Power Apps) creating data silos and operational workarounds
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Minimal use of the customer portal and limited self-service capability
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Absence of process mapping or business analysis skills internally to document the true ‘as-is’ state
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Organisational pressure to act quickly, without risking further instability
Client's Initial State
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A transformation programme had been launched, but progress was slow and outputs unclear
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Repairs continued to operate through siloed, semi-documented processes across teams
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Interim fixes and tactical workarounds had replaced long-term solutions
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The organisation lacked the structure, visibility, and confidence needed to move forward decisively
Our Solution
When the housing provider brought Evance Consulting on board, they were overwhelmed by operational complexity, rising complaints, and stalled transformation efforts. What they needed was clarity, momentum, and a partner who could cut through the noise.
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We followed our structured Path to Practical Change — moving from discovery to design and action — while positioning the client as the hero of their own transformation journey. Our role was to guide, challenge and equip them with the tools to lead with confidence.
1. Initial Discovery
We started with focused sessions to align on purpose, challenges, and expectations. This built trust quickly and allowed us to create immediate value.
What we delivered:
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Facilitated stakeholder sessions with Transformation, Repairs, Customer Experience, and Compliance leads
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Rapid review of legacy documentation and internal assumptions about the repairs process
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Defined a clear, time-bound scope for the 8-week engagement with agreed outcomes and tolerances
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Agreed the transformation pathway would serve as a proof of concept for future change across the organisation
2. Deep-Dive Analysis
We mapped the real operational journey across people, systems, and customer experience — not just what was written down, but how work really happened.
What we delivered:
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A fully validated ‘as-is’ service blueprint covering emergency and responsive repairs
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Shadowed operatives, inspectors and Customer Excellence teams to observe the flow of work in practice
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Uncovered inspection process gaps that had previously gone unrecognised
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Identified breakdowns in follow-on work, communications, system hand-offs, and root cause data capture
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Captured customer perspectives through journey mapping and thematic analysis of complaints and survey feedback
3. Design and Strategic Framing
Once we understood what was really happening, we worked with the client to co-create a practical, future-fit model and roadmap.
What we delivered:
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A co-designed ‘to-be’ service blueprint, aligned to operational capability, system constraints and customer needs
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A clear gap analysis showing where change was most urgent and where it would deliver greatest impact
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A customised transformation plan sequencing short-term quick wins and long-term improvements
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A management report summarising the findings and recommendations in board-ready format
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Clear examples of how to improve inspections, follow-on job tracking, communication flows and contractor visibility
The Outcome
This engagement gave the organisation what it had been missing: clarity, credibility, and a clear path forward. In just eight weeks, Evance Consulting transformed a fragmented and reactive service into a well-understood, strategically framed function with the tools and structure to improve.
Key outcomes included:
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A validated ‘as-is’ service blueprint that captured the real flow of work across emergency and responsive repairs, inspections, and follow-on processes — giving leaders, teams, and suppliers a shared view of reality.
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Integration of the inspection process into the core repairs journey, eliminating blind spots, delays, and undocumented hand-offs that had been costing time, trust, and operational control.
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A co-designed ‘to-be’ model aligned with operational reality and digital maturity — not a wishlist, but a future state the organisation could genuinely build toward.
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A tailored, sequenced transformation plan combining short-term quick wins with long-term structural shifts, covering communications, scheduling, data governance, portal improvements, contractor management, and compliance workflows.
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A high-level management report and a customer journey map that brought the customer journey to life and gave the executive team confidence to act — enabling quicker decision-making and stakeholder alignment.
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Cultural reset and momentum regained — teams began to shift from reactive mode to solution-focused thinking, supported by a clear plan and renewed sense of direction.
Conclusion
This engagement proved that with the right structure, insight, and partnership, even the most complex service challenges can be turned around — quickly and credibly. By focusing on what mattered most — operational clarity, customer experience, and strategic alignment — we helped this organisation take back control of its repairs service and lay the foundation for lasting change.
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If your organisation is grappling with fragmented processes, rising complaints, or stalled transformation, we can help you find the clarity to move forward — and the confidence to lead change.
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Ready to reset your service?
Let’s talk.
Power in Numbers
8 weeks
From engagement to delivery — complete analysis, blueprinting, and transformation plan delivered at pace.
3x clearer visibility
Enabled full alignment across people, process, and systems with an end-to-end service blueprint and inspection integration.
40+ opportunities identified
​Actionable improvements captured in a tailored change roadmap covering customer communication, scheduling, compliance, data flow, and portal design.