CHP, a housing provider in southeast England, manages 11,000+ homes for 27,000+ customers. They offer social and affordable rental accommodation, sheltered housing, and shared ownership. CHP values its people and its customers and invests in support and services to enhance quality of life and community well-being. The organisation selected us to work with them to develop a customer experience strategy and a prioritised work plan for implementing a new operating model, focussed on a centralised contact resolution centre. This initiative aimed to streamline service delivery, develop staff, enhance customer services, and boost resident engagement. Additionally, there was a need to identify future solutions that would help automate workflow, enabling resources to be redeployed to support right-first-time delivery