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Plus Dane Housing: building lasting relationships through better customer journeys
Plus Dane Housing wanted to make its services smoother and easier for customers to access and use - and simpler and more effective for colleagues to deliver.
The organisation asked Impact Innovation to help develop a sustainable customer experience transformation framework. Starting with key service journeys, the work needed to build internal capability, align with Plus Dane’s values and customer needs, and provide a foundation for improvement over the next three years.
Impact Innovation worked alongside a core group of Plus Dane colleagues, using the Responsive Repairs journey as a practical opportunity to learn, develop and apply new customer experience and service innovation skills.
The Challenge
Customers valued the care and professionalism of Plus Dane colleagues and operatives. Yet the repairs journey could feel fragmented and difficult to navigate.
Customers had told Plus Dane that:
· Communication was not always clear throughout the repair journey
· They did not always know when someone would arrive or what would happen next
· They sometimes waited too long for operatives or contractors to arrive
Colleagues also described an experience that could be driven more by the process than customer needs.
Plus Dane wanted to improve the experience while developing an internal team that could continue the work across other customer journeys.
Our Approach
Impact Innovation worked alongside Plus Dane customers, colleagues and operational teams to understand how repairs worked in practice. We listened to calls, accompanied operatives on visits, reviewed feedback and mapped real customer stories.
Together, we created a shared Service Destination: “Building lasting relationships and homes.” This gave the team a clear picture of the experience it wanted to deliver and a foundation for future service decisions.
We then helped the team redesign Responsive Repairs as one joined-up journey with four chapters:
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Discover and self-learn
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Connect and set up
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Act and resolve
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Close and educate
The proposed journey focused on the moments that matter to customers: a reassuring first conversation, accurate information, updates around appointments, clear explanations of completed work and follow-up when an issue remains unresolved.
The Impact
The programme reported a 50–70% simplification of customer journeys and an early 20% increase in customer satisfaction. It also gave Plus Dane a core team with greater confidence, a repeatable approach and practical tools to improve other journeys.
The work created a foundation for ongoing improvement, connecting the everyday repairs experience with Plus Dane’s wider commitment to lasting relationships and homes.
