Wandle Housing Association Dynamics 365, Document Management and Resident Self-Serve Portal

The problem

Wandle Housing Association manages more than 7,000 homes across nine south London boroughs, social and affordable rent, shared ownership, outright sale and supported housing.

Following organisational change, Wandle set out to resolve more enquiries at first contact, raise the quality of customer service, and run more efficiently. The catch was the spread of the work: appointment booking, repairs, tenancy and income enquiries, complaints, anti-social behaviour reports, payments and community engagement each ran through its own route, and every one of them needed a live connection to the existing Housing Management System, across multiple contact channels.

What we built

Dynamics 365 as the operational core, with the rest of the platform built around it.

• Dynamics 365, a single customer view across anti-social behaviour, complaints, fraud, repairs and income management, with individual and team dashboards, queue management and workflow automation. Bi-directional, real-time integration keeps it in step with the Housing Management System, so agents work from live data rather than a copy.
• SharePoint document management, tenancy and case documents with version control, a complete audit trail and automated filing.
• Resident self-serve portal, a bespoke .NET portal on Azure where residents raise cases, check their repairs history, see location-specific information and manage their contact details, with everything synchronising back into Dynamics 365.
• Power BI, analytics and reporting across the platform.

Telephony and payment-provider integration tie the channels into the same case queues, so a phone call and a portal request land in the same place.

The result

Every housing process, repairs, complaints, income, anti-social behaviour, estate management, now runs through one system with a single view of each customer. Agents see live Housing Management System data instead of re-keying it; managers watch real-time dashboards and queues instead of waiting for reports. Residents who would previously have phoned in can raise a case, track a repair and update their details themselves, the portal takes work out of the phone queue rather than adding another channel beside it. And every document sits in one managed library with a complete audit trail.