Case Study: Hackney Council cuts housing repairs workflow time with Unboxed

Hackney Council cuts repair workflow time by 35% with Unboxed

Hackney Council manages social housing repairs for over 33,000 homes but was struggling with an outdated legacy system. This made it difficult to track repair statuses and link related jobs, leading to inefficient processes and lengthy waiting times for residents. Unboxed was brought in to help build a more effective tracking and management system, starting with a rapid Discovery phase to identify the highest value area for improvement.

Unboxed developed a new Repairs Hub using an agile, user-centered approach and the GOV.UK Design System. They built a minimal viable product (MVP) that included a new API to pull data from legacy systems into a streamlined, one-page interface. The solution resulted in a 35% faster workflow for officers and 75% fewer clicks compared to the old system. The success of the initial product led Hackney Council to commission Unboxed to extend the system for use by additional teams and contractors.

Hackney Council