Case study·Social housing

Gas and electrical certificate expiry

From a static expiry spreadsheet — to an active workflow that schedules and reports compliance

100%
Certificates matched to property recordsAcross the pilot area, with every unmatched home documented and triaged
“The expiry list became an active workflow, not a static spreadsheet.”
Compliance Manager · UK social housing provider
UK social housing provider·9,200 homes across 4 pilot neighbourhoods·5-week pilot·United Kingdom
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01Pilot envelope
Pilot length5 weeks
First signal4 days
First ROI30 days
Team alongside6 seats · 3 colleagues

5-week compliance pilot on synthetic then live certificate folders; 90-day expiry window and resident outreach approved.

02What it owns
Reports toCompliance Manager, with the Head of Repairs consulted on planner capacity and operative routing.
Owns
  • Daily 90-day expiry list — every home with a gas or electrical certificate inside the window, ranked with a documented reason and a named planner
  • Certificate-to-property match — SharePoint certificates reconciled against Keystone property and tenancy records, with unmatched homes called out
  • Appointment proposals — slots proposed against Totalmobile planner availability and Service Connect job rules; never booked without a planner's approval
  • Approved-template resident outreach — Outlook and SMS drafts queued for resident contact agents to review and send, with a shared attempt log
  • Monthly compliance pack — board-ready report with source-linked counts, no-access trends and a movement view against the prior month
Does not do
  • Booking appointments — proposes slots only; planners and operatives confirm and dispatch
  • Sending resident messages — drafts only, resident contact agents review and send every outbound
  • Compliance sign-off — surfaces evidence; the Compliance Manager closes each home
Done looks like

The compliance team opens the same live expiry list each morning, every home has a documented status, residents are contacted from a shared template library with a recorded attempt log, and the monthly board pack is signed off in hours instead of days.

03The team
AI teammates3
AliceReads SharePoint certificate folders and Keystone property records, matches every certificate to a home, and surfaces a ranked 90-day expiry list with the documented reason any home is unmatched.
RubenProposes appointment slots against the Totalmobile planner board and Service Connect job rules, then drafts approved-template resident messages for review across Outlook and the SMS gateway, keeping a shared attempt log.
MayaMaintains the monthly compliance pack, links every figure to a certificate and a tenancy record, and pre-fills the board report from the live expiry list rather than a copy-paste of the tracker.
Human team6
  • Compliance ManagerCompliance
  • Head of RepairsRepairs
  • 4 Compliance plannersCompliance
  • 3 Resident contact agentsResident services
  • IT LeadIT
  • Compliance analystCompliance
04Connected stack
SharePointKeystone Asset ManagementTotalmobileService ConnectExcelOutlookSMS gateway
05What it returned
100%Certificates matched to property recordsAcross the pilot area, with every unmatched home documented and triaged
63Resident contacts draftedReviewed by resident contact agents in the first 30 days; sent one batch at a time
-71%Report preparation timeMonthly compliance pack vs the prior board cycle
  • Day 0
    Co-ordinator sessionCompliance Manager, Head of Repairs and IT Lead align on the 90-day expiry window, the certificate-to-property match rules and the first three answerable questions.
  • Day 4
    First signalAlice completes a read-only pass over a synthetic certificate folder mirrored from SharePoint and Keystone; the unmatched-home backlog is sized for the first time.
  • Day 12
    Read-only on live foldersLive SharePoint and Keystone read access enabled; the daily expiry list lands with the compliance team, who correct two property-ID mappings and one expiry threshold.
  • Day 20
    Approval-gated outreachRuben drafts appointment proposals against Totalmobile and Service Connect, and queues approved-template Outlook and SMS messages; resident contact agents send every outbound.
  • Day 26
    Monthly pack pre-fillMaya pre-fills the board report from the live expiry list; the Compliance Manager reviews source-linked counts and no-access trends.
  • Day 30
    ROI reviewSponsor signs off the three baseline metrics and approves the expiry list as the standing source for the monthly compliance review.
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