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Case study: WM Housing Group - Business Transformation

The Organisation

WM Housing Group is one of the largest social housing businesses in the west midlands. It now owns and manages around 30,000 homes across Herefordshire, Worcestershire, Birmingham, Coventry and the wider West Midlands.

The Business Need

In 2012, the Group launched a cross organisational programme entitled ‘Journey to Excellence’ (J2E) to transform how it delivers services to improve levels of choice and service to customers. To deliver its vision, WM needed a fit for purpose housing management system to manage the relationship with customers; help open up new channels for service delivery; and ensure that it can respond to future trends.

WM has considerable procurement experience, but it was felt that in selecting a new supplier to partner in delivering the vision, it needed the assistance of a consultant who fully understood requirements; help the group become tender ready; and provide guidance throughout procurement and implementation.

The Solution

Claire Bayliss provided advice on the best route for procurement, explaining the options and introducing WM to the leading suppliers. As a result WM procured through Competitive Dialogue. Claire helped WM design the process to be followed, working with WM’s procurement team to ensure that the process was compliant with WM’s own procedures; and using templates to develop the procurement documentation.

At the start of the procurement it was known that business processes across the group were completed differently. 3C consultants led the creation of a common process for repairs; and through skills transfer enabled WM to complete the remaining reviews itself. On completion of the reviews, a template specification provided by Claire was amended to create a detailed specification of its requirements.

Claire provided advice and guidance on completion of the evaluation of the tender, assisting with the development of the demonstration agenda and reference questions. Finally she assisted with the evaluation of the final tender and supported WM in selecting its preferred supplier.


With Claire’s help, WM completed the procurement in accordance with its values without challenge or complaint from suppliers. The project to implement the new software is going well and WM is confident that it made the right decision.


Elaine Cash J2E Programme Manager said:

"I have enjoyed working with Claire and her team. Throughout the procurement the team has been flexible in order to meet our needs.  The consultants were able to grasp our requirements quickly and enabled us to accurately specify our business requirements. I have valued the advice I have received from the Claire and her team throughout this project including not only advice on procurement and process review, but also advice on project and programme management; and mentoring and coaching for colleagues."