Enhancing Customer Service Through Real-Time Data Integration at Clarion Housing
The client:
Clarion Housing is one of the UK’s largest housing associations, providing rental accommodation to over 360,000 people. Its operations span rent collection, property maintenance, and complaints management, supported by multiple operational systems.
The Problem
• Agents needed to log in and out of several systems to piece together a tenant’s history.
• No single, trusted view of tenant interactions across rent, repairs, and complaints.
• Manual processes slowed responses and made it harder to spot linked issues.
• Sensitive information needed to be protected while improving access.
The cost was more than operational inefficiency — it impacted tenant satisfaction, agent productivity, and the organisation’s ability to resolve problems quickly.
The Result
Clarion Housing Group moved from slow, fragmented reporting to a trusted single source of truth with near real-time insights. Decision-making is now faster and based on reliable data, supported by agile delivery cycles that keep improvements flowing. Their internal team has been fully trained to manage and extend the platform, eliminating reliance on external vendors. The result is a scalable, future-proof data capability that grows with the organisation.
The Solution
Business Thinking delivered an eight-week proof-of-value using dbt, AutomateDV, and Snowflake to demonstrate the value of a Data Vault approach:
• Ingested data from multiple systems into a Data Vault every 5–10 minutes for near real-time updates.
• Modelled data into a Star Schema with a timeline fact table and dimensions for tenant, unit, and property.
• Delivered a Power BI dashboard giving agents a complete chronological view of all tenant interactions.
• Designed an incremental delivery model so future data builds could be prioritised based on business impact.
8 Weeks to deliver a working proof-of-value
Results every sprint
360° view of tenant information.
Technology Used
