Building a response repair service for Magna Housing

Magna Housing wanted to better understand the tenant journey for response repairs. They knew there were problems but needed a full view of how the service worked in practice.

They were also preparing for digital transformation and wanted to bring in user centred design methods to shape future improvements.

I led a service design discovery focused on response repairs. I ran workshops with planners, contact centre staff and operational teams. I mapped the full tenant journey and service blueprint, showing where issues were happening and why. I also set up a user research lab to gather insight from tenants and staff in a consistent and respectful way.

The process was collaborative from start to finish. Teams across the business worked together to explore the current service and co-create solutions. This helped break down silos and build shared understanding.

The result was a clear repairs service blueprint, a discovery report and a prioritised list of recommendations. These were grouped by impact and ease, so Magna could take action quickly and plan for longer term change. The work now supports Magna’s wider housing service transformation programme.