Kingdom Housing has long been recognised for its pioneering approach to technology in the social housing sector. Their award-winning, cloud-first infrastructure and application strategy have been admired across the industry.
The Golden Marzipan team has worked closely with Kingdom Housing to review their digital strategy, taking into consideration the priorities of different stakeholders, and bringing it up to date.
Kingdom Housing’s commitment to transformation
In April 2023, Tom Barclay assumed the role of Chief Executive Officer, initiating a comprehensive review of Kingdom Housing’s strategic objectives. This review, conducted with a ten-year horizon, was a collaborative effort that led to the creation of their ‘Magnificent 7’ priority change initiatives and the ‘Fit for the Future’ project, which evaluates the current operating structure and service journeys across the Group.
Tom’s unwavering commitment to transformation and his dual focus on business and customer value are testament to Kingdom Housing’s dedication to progress. In line with this commitment, Kingdom Housing sought Golden Marzipan’s expertise to review and provide assurance on their current digital systems, ensuring that they continue to meet the needs of their customers.
Current strategy
Kingdom Housing has not just embraced, but also championed a cost-effective, cloud-centric approach in their technology infrastructure. This early adoption of new suppliers is a testament to their proactive stance towards technology integration, instilling optimism about the future among their stakeholders.
The existing digital strategy, launched in 2015, was shaped by the digital landscape of that time, with a focus on value for money, security, and Microsoft licensing costs. Kingdom Housing’s emphasis on cybersecurity has been exemplary, and their cloud infrastructure has proven scalable and accessible. However, it is important to note that rising hardware costs and a growing dependency on multiple third-party applications and connectors have raised concerns, which Kingdom Housing is actively addressing.
The perspectives of their stakeholders, particularly those of technology users within the organisation, have been invaluable in guiding their decisions about services, risks, and opportunities. Golden Marzipan’s survey, with its ten standard questions, has provided a platform for their staff to rate core systems and provide feedback, making them feel valued and integral to the process.
User feedback highlighted common challenges in navigating digital systems, including usability issues, compatibility concerns, and resistance to change. A significant point of contention involved preferences for Google Workspace or Microsoft 365 platforms.
Looking ahead
The review emphasised the need for a more collaborative decision-making and strategic planning approach. Key recommendations included aligning the digital strategy with corporate objectives, establishing robust governance structures, and reassessing system requirements for potential upgrades or replacements.
Kingdom Housing’s digital journey showcases both commendable progress and areas for improvement. By adopting a more collaborative and strategic approach and leveraging insights from this review, the organisation can mitigate the risks of early adoption and drive sustainable digital transformation aligned with its overarching objectives.
Client feedback
The review was conducted by Golden Marzipan’s Director Steve Dungworth and Associate Andrew Giles during the spring of 2024, under the oversight of Calum Kippen, Director of Governance, Risk, and Performance at Kingdom Housing. Calum, who joined Kingdom in August 2015, ensures the organisation meets its legal and regulatory compliance obligations and fosters a strong governance culture.
Calum praised Golden Marzipan’s approach, particularly ‘The Marzipan Way’ assessment framework, which captures an integrated approach to digital excellence in social housing across four themes: digital technology, digital transformation, good governance, and human-centred design.
"From the start, it was clear that Steve and Andrew knew their subject. They gave me and the Executive Team confidence that they understood our unique challenges. The Marzipan Way effectively highlighted the different perspectives of business and digital teams. The structured report, recommendations, and Board presentation assured us we were on the right track, while also identifying critical areas for improvement. The engagement of user stakeholders provided valuable feedback that might otherwise have been missed. Golden Marzipan offered excellent value for money and has been instrumental in setting up our digital strategy for the next ten years."
Learning
The social housing sector faces challenges in adopting new technologies and keeping pace with innovation. For instance, despite the surge in artificial intelligence usage last year, this risk-averse sector has been cautious. Key issues Digital Directors currently address include:
- Managing risks, particularly cybersecurity.
- Gaining better insights into asset management and customers through improved data collection and decision-making.
- Achieving system interoperability, aiming for a single enterprise system where feasible.
- Enhancing internal skills, capacity, and capability to meet business demands for new technologies and applications.
Ready to learn more?
Is your digital strategy fit for purpose? If your organisation isn’t keeping up with technological advances, struggling with legacy systems or you want an unbiased review of your situation and options from an experienced team, get in touch for a no-obligation chat.
