Phoenix Community Housing is a not-for-profit resident-led housing association in the Bellingham, Whitefoot and Downham areas of South Lewisham, London, with a property portfolio of more than 6,000 homes. Named the UK's 6th best landlord in 2016 by 24housing magazine, they're primary goal is to support local community initiatives to improve quality of life for all residents.

Repairs and maintenance system implementation

Phoenix Community Housing embarked on a mission to bring their social housing repairs service in-house to improve overall service and to reduce business costs. This involved implementing a new ‘opti-time’ repairs scheduling system as well as creating a new ‘Phoenix Repairs Service’ subsidiary business and brand. We supported Phoenix for six months during the delivery phase of the project; undertaking work prior to, during and after go-live to provide project management support, improve structure and conduct business analysis.


Project targets met without impacting service delivery

Asset management process mapping

Phoenix were aiming to be clearer and consistent with their methods of working within their Asset Management department. This would not only help them to achieve ISO9001 accreditation status, but also help with financial business planning. We supported Phoenix by mapping the ‘as-is’ and ‘to-be’ operational business processes within the Contract Delivery team.

Process Efficiencies




Asset management system implementation

Phoenix Housing identified the need to implement an asset management system and engaged us to support them in the definition of the project. Our role was to map their "as-is" and "to-be" processes in order to go to market and select an appropriate system and supplier.

It’s been a pleasure to work with Nine Feet Tall. I am impressed at the way in which they build strong relationships with our staff, and the way they so enthusiastically embraced our internal culture at Phoenix. That meant rather than just a group of consultants coming briefly into the business, it felt like we had a new, high performing internal team.

David WestworthDirector of Customer Services, Phoenix Housing