Putting residents first: transforming housing in Hampshire

What kept them up at night:

A Hampshire Council faced a critical turning point with their C3 rating—a clear signal that their social housing services needed fundamental transformation. The council required more than incremental improvements; they needed to completely reimagine how they deliver housing services, strengthen leadership capabilities, and genuinely place tenants at the heart of everything they do. This wasn't just about regulatory compliance but rebuilding trust with the communities they serve.

How we're helping:

Transform has partnered with A Hampshire Council to create something entirely new: a comprehensive transformation programme that brings strategy and delivery together.
Together, we’re tackling six areas:

Organisational restructure & leadership: We’re supporting the design and delivery of a new housing directorate structure, building leadership capacity and embedding robust governance frameworks that create accountability at every level.
Service design & delivery: Using agile, customer-led methods, we're redesigning high-risk, high-impact services like complaints handling. Our launch of a Tenant Insight Panel ensures resident voices actively shape service development.
Governance & performance management: We’re establishing strong governance rhythms, focussing effort where it matters most, and tying every action directly to tenant outcomes through data-driven performance management.
Culture & capability building: Through targeted coaching and knowledge-sharing forums, we’re embedding agile learning interventions into daily operations, building a culture where continuous improvement becomes second nature.
Decent homes strategy: We’re aligning a five-year plan to achieve 100% Decent Homes Standard with broader council governance, creating decision tools that better manage voids and property sales.
Change & communication: Our comprehensive change management approach ensures structural and cultural changes can take root, creating lasting transformation rather than temporary fixes.

The difference it's making:

This collaboration has already delivered tangible results that matter to residents and regulators alike, including:

Mapped tenant journeys and surfaced critical insights. We identified pain points and shaped quick wins that align with regulator priorities
Compelling root cause analysis. Our resident-focused analysis has been welcomed by the Regulator as a genuine driver for change
Transformed regulatory relationships. In just six months, we moved the Regulator relationship from "intervention" to "oversight"—a significant achievement that reflects genuine progress.
The design of a future operating model. We integrated customer and asset insights, embedded system-wide accountability, and given Housing a stronger voice whilst placing tenants at the centre of design.
Robust governance frameworks. Our board reviews and deep dives focus effort, break down silos, and ensure every action connects to resident outcomes.

We're now embedding cultural transformation across the entire service—shifting Housing leaders from siloed and overloaded to customer-driven and collaborative. This isn't just about efficiency gains (though we're targeting 30%+ improvements); it's about unlocking innovation, building confidence, and creating a service that residents can truly trust.

Together, we're creating something new: a housing service with the breadth and depth to tackle complex challenges but with the agility, openness, and collaborative culture that residents deserve. This is transformation that matters—for Hampshire, for its residents, and for the future of social housing delivery.