Connected repairs, rents, voids, contractors, and tenant engagement

Client Overview

Company Name

Pennant Housing Association.

Company Address

Ty Pennant, Caernarfon Road, Bangor, LL57 4SU, Wales.

Industry Details

Welsh registered social landlord managing approximately 3,200 homes across Gwynedd, Conwy, and Anglesey, including rented, supported, sheltered, and leasehold properties.

Entity Size

Around 210 employees across housing management, repairs, finance, and tenant services.

Product/Solutions Implemented

Dynamics 365 Customer Service, Dynamics 365 Business Central.

Duration of Project

9 months.

Dynamics 365 logo

We deployed Dynamics 365 Customer Service and Business Central at Pennant Housing Association to replace disconnected repairs management, rent accounting, and paper-based tenant satisfaction processes.

A housing association where the tenant relationship touches repairs, income, and support teams at the same time. When those teams work from different systems, the tenant experiences the gap.

Government - Registered Social LandlordDynamics 365 Customer ServiceDynamics 365 Business Central
Dynamics 365 implementation for social housing operations

Gareth Llewelyn, Chief Executive, Pennant Housing Association

The Challenge

  • Repairs management ran on a standalone system with no link to tenant records or contractor purchase orders.
  • Void property management was tracked in spreadsheets, with no automated workflow connecting inspection, contractor works, and re-let activity.
  • Rent accounting was separate from repairs and housing management, and arrears reporting lagged two to three days behind real-time payments.
  • Income officers worked from a weekly arrears report, with formal tenant contact averaging 23 days from first missed payment.
  • Tenant satisfaction surveys were paper-based, collected quarterly, and not linked to service or property data.
  • Welsh language correspondence was produced manually from separate Word templates, creating version control and language preference risks.

Our Solution

Repairs, Voids, and Contractor Management

  • Dynamics 365 Customer Service was deployed as the tenant contact and repairs management platform.
  • Repair requests from phone, web, and app channels create cases linked to tenant and property records automatically.
  • Contractor job instructions are raised as Business Central purchase orders from the repair case.
  • Contractors confirm attendance and completion through a BC-linked mobile app, updating repair case status automatically.
  • A void workflow in D365 Customer Service covers inspection scheduling, contractor works ordering in BC, re-let actions, target dates, and escalation alerts.

Rent Accounting, Arrears, and Tenant Engagement

  • Business Central was deployed as the rent accounting platform for rent charges, direct debit collections, and manual payments.
  • Arrears position by tenant is available to income officers in real time without a report run.
  • D365 Customer Service triggers arrears contact at day 3, day 10, and day 21 from first missed payment.
  • Tenant satisfaction surveys trigger automatically after repairs completion, void re-let, and annual tenancy review.
  • Welsh language templates were migrated to D365 Customer Service and sent automatically based on tenant language preference.

The Impact

Pennant connected repairs, voids, contractor management, rent accounting, arrears workflows, tenant surveys, and bilingual correspondence in Dynamics 365.

0%

Repairs Completed Within Target Improved

Contractor mobile confirmation and automated case management drove repair target-time performance from 71% to 100%.

0

Void Turnaround Days

Structured void workflows cut average void turnaround from 38 days to 19 days.

0%

Rent Arrears Reduced

Early arrears contact workflows reduced arrears from 6.1% to 3.8% of rent roll.


Our tenants do not care what system we use. They care whether the repair gets done, whether the rent is right, and whether someone calls them before things get difficult. Dynamics made all three of those things more likely to happen.

Gareth Llewelyn
Chief Executive
Pennant Housing Association

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