The Challenge
After the merger of Fortis Living and Waterloo Housing in 2018, Platform Housing Group became the largest social landlord in the Midlands, managing approximately 46,000 homes. However, this growth presented challenges. The two organisations brought together a range of legacy systems and disconnected workflows, resulting in fragmented data management and operational inefficiencies. Reporting was inconsistent, and customers experienced varying levels of service depending on the system or process they encountered. PHG needed a robust, integrated solution to unify operations, automate manual tasks, and deliver reliable, accessible customer service across all channels.
The Solution
PHG selected Crimson as its digital transformation partner to design and deliver Platform One, a unified digital platform built on Microsoft Dynamics 365. Crimson's housing technology expertise and collaborative approach were key factors in PHG's decision. The project was structured into four phases to manage integration complexity and ensure business continuity. Platform One seamlessly integrates customer service, asset management, and financial operations, providing PHG with a single, future-proof solution. Reflecting on the process, Jon Cocker, Chief Information Officer at PHG, said: “For us, this is a generational transformation. The delivery between Crimson and ourselves is now moving on from the initial scoping into a programmed integration, with clear ways of working agreed and adopted. The design and configuration progress so far has been exciting to see and even in times of uncertainty and disruption, the collaboration between Crimson and our team has been excellent. Although we still have a long journey ahead of us, we have deep confidence in our delivery partners, together we can navigate this major technological integration and adoption.”
The Results
Platform One has enabled PHG to unify its data management, delivering consistent and reliable reporting across the entire organisation. Automated workflows have reduced the burden of manual processes, driving operational efficiency and supporting staff in providing better services. The new omni-channel platform offers 24/7 customer engagement, enhancing the tenant experience and ensuring PHG can respond flexibly to changing needs. With this digital foundation, PHG is well-positioned to innovate and scale its services for the future. Key outcomes include: managing 46,000 homes on a single platform, recognition as one of the top 15 landlords in the UK, 24/7 customer engagement channels, and a structured, four-phase system integration programme.
