The Opportunity

A leading housing association was delivering multiple change initiatives at pace, while also responding to increasing regulatory scrutiny and rising customer expectations. The organisation needed to modernise digital services, improve operational efficiency and strengthen compliance, without slowing delivery or over-stretching internal teams.

RedRock was engaged as a strategic delivery partner to provide experienced teams who could mobilise quickly, work alongside internal staff and deliver measurable improvements across technology, data, cyber security and service design.

 

Our Approach

RedRock supported the housing association through our Burst Capacity Service, providing rapid access to multi-disciplinary teams across product, delivery, data, testing and cyber security.

Teams were mobilised within days and embedded directly into priority programmes. Each team was supported by a dedicated RedRock Delivery Manager, ensuring strong governance, clear accountability and consistent delivery standards.

Alongside delivery, a strong emphasis was placed on knowledge transfer and upskilling, enabling the organisation to retain capability and reduce long-term reliance on external support.

 

Burst Capacity Service – Key Features

• Rapid mobilisation of skilled delivery teams, typically within 10 days
• Flexible scaling to respond to changing priorities
• Delivery overseen by dedicated Delivery Managers
• Fully accredited service under ISO9001, ISO27001, ISO14001 and Cyber Essentials Plus
• Focus on sustainable knowledge transfer and capability uplift

This model enabled the housing association to accelerate delivery while maintaining quality, compliance and cost control.

 

Key Areas Of Delivery

Customer Experience Transformation
Supported the delivery of a Salesforce-based solution providing a single, 360-degree view of customers. This enabled improved self-service, better case management and consistent omnichannel engagement.

Testing Capability Enablement
Designed and implemented a fit-for-purpose testing strategy, established a scalable testing framework and introduced a cost-effective nearshore testing capability to improve quality and delivery predictability.

Agile and Product Management Uplift
Embedded agile ways of working across multiple delivery streams and helped establish a sustainable product management function to support long-term change.

Repairs, Building Safety and Awaab’s Law
Supported early discovery and definition, including business requirements, legislative and policy requirements, current and future process maps, risk and issue management, and clear ownership models.

Core System Modernisation
Modernised SAP Field Service Management and ECC systems to improve operational performance and strengthen safety compliance.

Data Governance and Quality
Defined data standards, roles and governance forums to improve transparency, accountability and decision-making.

Cyber Resilience
Delivered business continuity and incident response planning to improve preparedness for cyber threats.

Intranet Modernisation
Built a modern SharePoint and Power Platform-based intranet to improve internal communication and collaboration.

Service Charges and Housing Compliance
Enabled compliant, auditable reporting and improved readiness for new housing safety legislation.

 

Outcomes and Value Delivered

• Faster delivery through agile working and rapid team mobilisation
• Improved customer experience through modern digital services
• Stronger regulatory compliance across safety, data and cyber security
• Increased operational efficiency through system and process modernisation
• Sustainable internal capability through knowledge transfer and skills development

 

Why This Matters

This engagement demonstrates how housing organisations can deliver complex, multi-stream transformation while maintaining compliance and service quality.

By acting as a true delivery partner, RedRock helped the organisation modernise critical services, respond to regulatory change and build stronger internal capability, creating a more resilient, customer-focused and future-ready operation.