Case study·Social housing

Regulator inspection evidence pack

From scattered folders and unmapped claims — to a source-linked inspection evidence pack

142
Evidence items mappedEach tied to a specific consumer standard and source record
“It gave us confidence about what we could evidence and what we could not.”
Executive Director · UK social housing provider
UK social housing provider preparing for the Regulator of Social Housing inspection·12,500 homes across 22 local authorities·6-week pilot·United Kingdom
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01Pilot envelope
Pilot length6 weeks
First signal7 days
First ROI35 days
Team alongside8 seats · 3 colleagues

6-week executive-prep pilot; Co-ordinator mapped evidence to consumer standards and open gaps; all claims source-linked.

02What it owns
Reports toExecutive Director, dotted line to the compliance lead on consumer-standards evidence.
Owns
  • Standard-to-evidence map — every consumer standard linked to the source export, record or document behind it across SharePoint, Totalmobile, Power BI and the TSM survey exports
  • Open gap register — every gap tagged with a named owner, a due date and a specific remediation step
  • Complaints-to-policy cross-check — recurring complaint themes tied to the policy or process they test, with stale entries flagged for review
  • Executive inspection brief — board-ready narrative drafted into a SharePoint quarantine folder, every claim backed by a working source link
  • Pre-inspection rehearsal pack — a sampled cross-section of evidence per standard prepared for the executive team to walk before the inspection
Does not do
  • Submission to the Regulator — drafts only, the executive director signs and submits
  • Closing gaps in the register — surfaces the evidence; the gap owner closes
  • Public or tenant-facing communications — surfaces the facts, the comms team writes external statements
Done looks like

The executive team walks into inspection rehearsal with a source-linked evidence pack rather than a folder hunt. Every gap has a named owner and a date, and the board-facing inspection brief is drafted, reviewed and signed off in place.

03The team
AI teammates3
NaomiMaps each consumer standard to its supporting evidence across SharePoint, Totalmobile, Power BI and the TSM survey exports, and quarantines the assembled pack for the executive team to review.
FelixWalks the standard-to-evidence map for missing or weak items, ties recurring complaint themes to the policy or process they test, and maintains the open gap register with named owners and dates.
MayaDrafts the board-ready inspection brief into a SharePoint quarantine folder, links every claim to its source export or record, and pre-fills the executive sections for the leadership team to approve.
Human team8
  • Executive Director (sponsor)Leadership
  • 2 Compliance leadsCompliance
  • 3 Repairs managersRepairs
  • 2 Asset managersAsset
  • 2 Customer experience leadsCustomer
  • 2 Governance officersGovernance
  • 2 IT analystsIT
  • 2 Performance analystsAnalysts
04Connected stack
SharePointMicrosoft TeamsPower BITotalmobileTenant survey platformComplaints platformPolicy libraryRegulator of Social Housing
05What it returned
142Evidence items mappedEach tied to a specific consumer standard and source record
23Gaps assigned with ownersEach with a named owner and a remediation date
62%Board-pack drafting downVersus the prior quarterly inspection-prep cycle
  • Day 0
    Co-ordinator sessionExecutive director, compliance lead and a repairs manager align on the consumer-standards taxonomy, evidence types and the first three answerable questions.
  • Day 7
    First signalNaomi completes a read-only pass across SharePoint, Totalmobile, Power BI and the TSM survey exports; the first standard-to-evidence map is shared for review.
  • Day 14
    Read-only quarantine liveDaily exception list lands in the executive team's SharePoint quarantine folder; reviewers correct two evidence-type mappings and one KPI definition.
  • Day 21
    Gap register signedFelix's gap register passes compliance review; 23 open gaps carry a named owner and a remediation date, and recurring complaint themes are tied to specific policies.
  • Day 28
    Approval-gated brief draftsMaya drafts the board-ready inspection brief into the quarantine folder; the executive director approves variance commentary section by section.
  • Day 35
    ROI reviewSponsor signs off the three baseline metrics; the rehearsal pack is approved for the executive walk-through ahead of inspection.
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