Co-designing better housing services

We’ve been working closely with our housing enforcement colleagues to improve how residents find information, understand their rights, and get help when they need it.

With the recent changes to regulation around reporting housing issues, it’s more important than ever that people know what they’re entitled to, and what to do if something isn’t right in their home.

Our aim was simple:
create a clear, accessible service that helps people take action, while supporting the team to manage demand and meet governance requirements behind the scenes.

One service, one clear journey

Previously, housing information across the website reflected legacy district structures. This meant fragmented content, inconsistent messaging, and journeys that didn’t always lead anywhere meaningful.

Working collaboratively with the service, we redesigned the housing section to create a single, consistent experience for Cumberland.

The new approach:

• focuses on real user journeys – like finding affordable housing, applying for social housing, or getting help if you’re homeless
• uses clear, plain English in line with the GOV.UK style guide
• meets WCAG accessibility standards
• is organised around what people need to do, not how the service is structured

The result is a more intuitive experience that works for a wide range of users, from tenants and landlords to people facing urgent housing issues.

Turning information into action 

Alongside the content redesign, we introduced a new online form to report unresolved repairs or housing issues.

The focus here was on making it as easy as possible for people to take the next step.

The form:

• works for both private and social housing tenants
• captures the right information first time, reducing back-and-forth
• includes clear guidance to help people submit useful reports
• allows users to upload evidence in multiple formats
• enables referrals on behalf of others, supporting those who may be vulnerable
• collects landlord or provider details to support faster investigation

Following the introduction of Awaab’s Law in October 2025, we also built in questions to help identify safeguarding risks and prioritise urgent cases, such as damp and mould affecting homes with children. 

Supporting the service behind the scenes

This wasn’t just about improving the front end.

We also introduced a simple case management approach, so reports are routed to the right team, with the right information, first time.

Residents now receive automated updates on what will happen next and expected timescales, helping to set clear expectations.

For the service, this means:

• less time triaging incomplete enquiries
• fewer delays caused by shared inboxes
• faster, more confident decision-making

A joined-up end-to-end experience

The real value comes from connecting everything together.

From the housing content, users can now:

1. understand their rights
2. explore their options
3. take action when needed

The reporting form links directly from the guidance, creating a seamless journey from information to action. 

For the service, reports arrive structured and ready to be picked up immediately, enabling quicker responses and better outcomes for residents. 

Collaboration at the core

This work is a great example of what happens when we bring together service expertise, content design and service design from the start. 

By working in partnership and grounding decisions in real user needs, we’ve created a solution that is both practical for staff and meaningful for residents.

Continuing to improve

This is just one step in an ongoing journey.

By responding to policy changes, listening to services, and designing around user needs, we’re continuing to build more joined-up, accessible services across Cumberland. 

And most importantly, we’re making it easier for people to get the help they need, when they need it.