How The Guinness Partnership transformed re-lets with Dynamics 365 & API-led integration
The Guinness Partnership was Highly Commended in the Digital Transformation category of the Housing Technology Awards 2026.
In 2023, The Guinness Partnership embarked on an ambitious digital transformation programme aimed at modernising one of its most complex and operationally critical areas: the end-to-end lettings and re-lets process.
Working with Microsoft Gold partner TTEC Digital and using the Microsoft Catalyst framework, we developed a strategic roadmap to digitise off-system processes, strengthen data integrity and reduce operational inefficiencies. The result is a fully-systemised re-lets case management solution in Microsoft Dynamics 365 (D365), underpinned by a newly-modernised integration architecture and a suite of reusable APIs.
This initiative forms a cornerstone of our wider digital, data and technology strategy which aims to evolve the organisation into a ‘true digital business’. At the heart of that vision is a seamless, consistent and omni-channel resident experience, one that enables residents to interact on their terms while ensuring Guinness manages data robustly and efficiently across the organisation.
Siloed systems, manual processes & data risks
Prior to this transformation, Guinness’s lettings teams were managing their core processes using a range of disconnected tools, predominantly Excel spreadsheets and limited D365 entries.
This process required heavy administrative effort, introduced avoidable risks and didn’t provide the clarity or efficiency required for a modern housing provider.
Systemising re-lets through D365 & API-led integration
To address these problems, we worked with TTEC Digital to redevelop D365 to fully systemise the re-lets process, incorporating a comprehensive case management workflow that supports residents’ entire journeys.
A fundamental component of this work was the integration between D365 and NEC Housing. The key elements of the solution include:
1. Deep integration with NEC Housing
Deep integration with NEC Housing has been achieved through a set of 45 APIs that enable real time, bi-directional data exchange between NEC Housing and D365. Property and resident data synchronises instantly, with updates flowing automatically between the systems and completely removing the need for dual entries. This creates a far more accurate and efficient data environment for our front-line teams.
These APIs are orchestrated through an Azure-based micro-services framework, providing a scalable foundation for reusable business functions that can be applied to future digital channels including mobile, telephony and third-party applications.
2. Unified communications through the D365 Mailbox
Unified communications have taken a significant step forward with the introduction of a dedicated lettings mailbox within D365. By generating emails automatically from templates and storing all messages and attachments directly on the case timeline, this creates a single, auditable communication record. Every reply is automatically attached to the relevant case, which is accessible across teams.
3. Embedded workflows, checklists and templates
Alongside this, embedded workflows, digital checklists and an integrated tenancy agreement template bring new levels of structure and consistency to case handling. Standardised steps strengthen compliance, provide clear visibility of tracking the progress of cases and significantly reduce the risk of missed steps or incomplete actions.
4. A future-proof integration layer
A future-proof integration layer underpins the entire ecosystem, with Azure API Management (APIM) acting as the orchestration hub that cleanly decouples core systems. This architecture gives us the flexibility to introduce new digital engagement channels, reuse existing micro-services across multiple processes and evolve or replace core systems without disrupting front-end operations. Adopting a modern, cloud-based approach also supports our long-term transformation ambitions.
The impact of the above four elements has been faster re-lets, better data and a stronger resident experience, with the implementation already delivering notable operational and service improvements.
Quantitative benefits
These improvements contribute directly to our financial performance and accelerate occupancy:
- A reduction in service costs for lettings.
- At least a three-day reduction in the time taken for re-lets.
- Improved void efficiency so people who need a new home are getting one faster.
Qualitative benefits
These combined improvements support both operational effectiveness and the resident experience, both central pillars of Guinness’s digital strategy:
- Improved data quality through real-time integration and consistent data entry.
- Faster, more accurate reporting, supporting performance management.
- Greater case visibility, enabling more first-contact resolutions.
- Improved staff morale thanks to simplified workflows and easier training.
- An enhanced resident experience, with quicker communication and resolution.
- Patch-level reporting, empowering more effective people and performance management.
A platform for ongoing digital transformation
Crucially, this project was designed to not only solve today’s challenges but also to prepare us for the future. By building an API-led architecture underpinned by Azure microservices, Guinness can rapidly introduce:
- Self-service capabilities, reducing the demand on our internal teams.
- Consistent omni-channel engagement, regardless of how residents contact us.
- Reusable digital components, accelerating future projects and reducing costs.
This flexibility ensures we can continue modernising our operations while maintaining stable and integrated core systems.
Conclusion
The transformation of our lettings and re-lets processes demonstrates the power of strategic digital investment in social housing. By systemising complex workflows, integrating D365 with NEC Housing via a scalable API architecture and embedding communication and data management directly into the case lifecycle, we have created a modern, efficient and resident-focused solution.
The project delivers measurable improvements, such as reducing re-let times, cutting service costs and enhancing data quality, while also providing a platform for future digital innovation.
As housing providers increasingly look to modernise their operations and strengthen the resident experience, our approach offers a compelling blueprint for sustainable, API-driven transformation.
Andy Smith is the head of business change services and Owen Thomas is the head of technology services at The Guinness Partnership. The housing provider was Highly Commended in the Digital Transformation category of the Housing Technology Awards 2026.
