WM Housing Group


WM Housing 1.jpg

With more than 30,000 homes across the West Midlands, WM Housing Group is one of the region’s largest not-for-profit social housing organisations

Known for creating places where people are proud to live and work, the organisation has experienced exponential growth following a series of mergers with smaller housing associations. With ambitious plans for digital transformation, WM Housing Group selected LIMA to be its IT solutions and services partner in 2013 to help achieve this goal.


LIMA + WM Housing Group = Digital transformation


Results at a glance

Strengthened in-house team to limit outsourcing

Infrastructure projects consolidated for increased efficiency

Transition to fully scalable and resilient infrastructure

Development of mobile and digital services for both tenants and staff

Digital solutions reducing contact centre requirements, leading to consolidation of seven offices to two

Significant improvements in uptime to 99%

43% of service desk calls resolved on first contact

Customer satisfaction rating increasing from 34% to 92% in the last four years



“LIMA has been alongside us throughout our journey to digital excellence. We have a great working relationship with the team and they have been a trusted partner of WM Housing Group from day one. I’ve always felt truly valued by LIMA, and have been impressed with the personal, family approach from the whole team.”

Terry Maloney, Head of ICT Service Delivery, WM Housing Group


Delivering our Four-Cornered™ Methodology



Discovering aspirations and challenges

Selected to help the housing provider achieve digital transformation, LIMA worked closely with the Group’s Head of ICT, Terry Maloney, to identify the key challenges it faced.   

It was immediately clear that their ageing infrastructure was standing in the way of supporting digital capabilities and future growth.

In addition, the organisation was outsourcing IT services such as helpdesk and end-user support. In order to work more efficiently and streamline projects relating to digital transformation, WM Housing needed to bring these services in-house, but lacked the resources to do so.  


WM Housing’s key challenges

Ageing infrastructure

Over-reliance outsourced services

Lack of internal resources to insource



Long-term solutions for digital transformation

LIMA worked with WM Housing to develop a roadmap to digital excellence that outlined all of the key short- and long-term projects to be undertaken over a five-year period.  

This roadmap meant that all of the projects associated with digital transformation could be mapped and consolidated into one spend, maximising the organisation’s overall investment.

When it came to solutions, LIMA designed and implemented an improved infrastructure that provided resilience and scalability, which had an immediate impact on uptime. Since then, our team has been involved in all of WM Housing Group’s infrastructure projects, including the company’s recent head office move to a new location, where we ensured a smooth transition and minimal downtime.

The virtualisation set-up LIMA created allowed the organisation’s staff to access applications remotely via tablets and mobile devices, with mobile-enabled working one of the key aspects of the Group’s digital transformation.


What we achieved

Five-year project roadmap to deliver digital transformation

New infrastructure designed and implemented to support digital requirements and future growth

Out-of-hours infrastructure work to minimise downtime

Creation of virtualisation set-up to allow staff to access applications remotely via tablets and mobile devices

Tech spec

FlexPod platform utilising NetApp Storage and Cisco Data Center Networking and Compute

DR with less than 1 Hr RPO and 48 Hrs RTO

Citrix XenDesktop, XenApp and Netscaler MDM

SQL Availability

Fully load balanced exchange utilising database availability groups

Domain Migration

VMWare Vsphere Deployment



Equipping WM Housing Group with the tools to grow

With the journey to digital transformation mapped out from an infrastructure perspective, it was time for the Group to take back control of its outsourced IT services.

With the knowledge that it was only through insourcing that the organisation would have complete control over its IT projects going forward, LIMA helped the team select and interview candidates to build a robust internal team that would enable this.

From here, LIMA was able to provide services that would complement WM Housing’s bolstered IT team, including 3rd/4th Line Support, PULSE Performance Monitoring Service, Change Management and Release Management.



In it for the long-run with WM Housing Group

Alongside providing ProActive Managed services, LIMA’s in-depth understanding of the organisation and its sector means we can offer the ongoing guidance and support the business and ICT team needs to establish WM Housing Group as one of the UK’s leading and most innovative social housing associations.



“WM Housing Group is a fantastic example of an organisation that recognises the importance of technology and how it can drive business change and efficiency. We’ve been able to help successfully move the organisation forward by leveraging IT solutions which drive business outcomes while providing assistance in the recruitment of an in-house IT team equipped to keep pushing the business forward.

– Account Director, LIMA



With technology we can help your business achieve more...

We’re here to talk technology on 0345 345 1110 or email us at enquiries@lima.co.uk