From Housing Ambition to Housing at Scale: Powering a Large-Scale Growth and Transformation Journey

Ambition                                                                                 

In 2024-2025, only 19% of the affordable homes needed each year were delivered. This undersupply now leaves over 1.33 million households on council waiting lists for housing. The sector’s traditional operating models were struggling with accessing services because of the fragmented data and process touchpoints in place. Our client, a private affordable housing provider in the UK, aspired to become the partner of choice in delivering affordable housing. Hence, leading the sector’s evolution for the benefit of customers and society. To achieve this, they aimed to significantly boost external investment through a new, future-ready operational model.

Action

The client partnered with Wipro to build a Salesforce-based business platform, to manage end-to-end journey of housing development, customer acquisition, supply chain and the ongoing lifecycle of both customers and over 6500 properties. For this multi-year engagement, the team leveraged Salesforce’s secure and modular design to deliver a comprehensive multi-cloud architecture, spanning marketing, sales, service, and experience clouds. Wipro’s consulting-led approach ensured configurable solutions were imbedded into the system architecture and detailed design processes. The joint team followed an agile approach, addressing one segment of the business at a time and delivering value in phases, while continuously aligning with client’s mission and the key architecture pillars defined at the outset.

The unified Salesforce platform delivered a single source of truth across all business functions, enabling a 360° customer view, intuitive portals, and automated workflows. Built on a scalable, compliant architecture, it provided real-time Tableau dashboards for employees to evaluate cases and contracts, predictive insights on tenants, and proactive alerts for property risks and tenant support.

Together, client and Wipro designed a future-proof system, for instance, supporting upcoming legislation, vulnerable tenant needs and more. An iterative approach, reinforced by training and change management, ensured smooth adoption and fostered a data-driven culture.

Ambitions Realised

Wipro’s strategic implementation transformed client’s operations into a connected ecosystem, bringing tenants, staff, and partners together on one collaborative platform. This initiative did not just digitize processes; it built thriving communities, strengthened engagement, and fostered transparency across the entire housing lifecycle.

• Seamless Operations and Experience: Eliminated silos, enabled smooth coordination and delivered a frictionless experience for customers and employees.
• Productivity and Cost Efficiency: Reduced manual intervention and unnecessary processing, freeing staff for high-value tasks and lowering operational costs.
• Improved Service Reliability: Robust service design and configurable technology minimized service breakdowns and improved tenant confidence.
• Augmented Customer Engagement: Predictive insights anticipated needs and resolved issues before they arose, thus enhancing satisfaction and reducing inbound queries.
• Insight-Driven Decisions: A centralized data hub powered real-time analytics and actionable intelligence without manual effort, driving smarter decisions.

This transformation has positioned our client as a future-ready leader, unlocking £500M in strategic investment from its parent company and fueling its vision to scale to 25,000 homes, redefining affordable housing at scale

Director of Technology for leading private affordable housing provider in the UK said:

“From the outset, I was determined to ensure that our technology strategy would not only address the immediate challenges in affordable housing, but also lay the groundwork for long-term innovation and growth of our business. Working closely with Wipro, we’ve created a platform that puts customer experience, process efficiency and data at the heart of everything we do. Most importantly, this implementation has allowed technology to truly empower our business operations, giving us the agility to adapt quickly as our operating model evolves. The results, greater efficiency, tenant satisfaction and the ability to support the business scaling  which are a testament to the vision, commitment, and teamwork that drove this project forward. I’m incredibly proud of what we’ve achieved and excited for what’s next.”