Service design and consultancy
Identify where work slows down, what residents need and which changes will make a practical difference.
Intelligent apps for regulated organisations
Listen and respond with purpose. Earn trust through evidence.
Fuzzlab helps housing providers and councils automate processes, make decisions they can evidence and communicate better with residents. From a single workflow to a fully integrated contact centre, we design and deliver the right solution around the outcomes you need.
Make every interaction count
- Building AI solutions since 2016
- UK-hosted on Azure
- Available on G-Cloud 15
What we do
We don't just build intelligent apps. We improve operational outcomes
Start with a focused workflow or a whole contact operation. The work is scoped around the problem you need to fix.
Unified customer and contact channels
Bring voice and digital contact together with the information your team needs to help residents.
Automation and integration
Connect systems and automate repeatable tasks, with clear handover and exception handling.
Operational insight and improvement
Understand contact patterns, review what happens in the workflow and use the evidence to improve the service.
Phase 2 — 30 November 2026
Awaab's Law and compliance readiness
Review how hazard reports reach you, where the clock actually starts, and what your teams can evidence. Phase 2 extends the duty to further HHSRS hazards from 30 November 2026.
[free one-hour readiness review copy]
Book a readiness reviewkey2housing helps you organise and evidence compliance activity. Meeting statutory obligations remains the duty of the landlord.
Our platform
Looking for a platform you can get started with?
key2housing reads every resident conversation and event for the signals that matter, applies the right procedure and records the evidence — triage, messaging, self-service and compliance in one platform for social housing teams. Choose a standard package, check compatibility and start with the workflow your team needs most.
Standard platform access
Go to key2housing. Defined capabilities, a published package and a supported setup, starting with a compatibility check. You do not need to buy consultancy first.
Tailored delivery
Talk to Fuzzlab. Service redesign, custom integration, additional systems and contact centres across every channel, scoped around your requirements.
Built for providers and councils who want a defined package without a procurement exercise. Packages and pricing are published on key2housing, and the free Awaab's Law readiness scorecard is at key2housing.co.uk/awaabs-readiness.
How key2housing works
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Event
Resident contact, document processing, an inspection finding, a repairs update, or data from a supported connection.
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Signal
Relevant information and circumstances, including vulnerability, are combined and mapped to the appropriate standard operating procedure — with an explanation of why it applies.
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Action
Progress the work, involve people where required, keep residents informed and record what happened in the connected system of record.
- Event Resident message, 21:40: "The black mould in the bedroom is back."
- Signal Damp and mould hazard · child in household · repeat report
- Action Investigation scheduled within 10 working days · resident told · recorded in the housing system
Illustrative example. Timescales as set by Awaab's Law.
Our work
Housing experience, from first concept to working service
We help housing organisations explore what is possible, prove what is useful and put it into practice.
- In production NEC Housing
Gateshead Council
Resident self-service in production
Resident self-service integrated with NEC Housing for rent-account information, live as part of the council's day-to-day contact operation since [year].
- In production Dynamics 365
Karibu Community Homes
Connected contact-centre delivery
A contact centre handling every channel, integrated with Microsoft Dynamics 365, bringing resident contact and customer information together for the team, and now in operational use.
- Schedule of Rates
Central Bedfordshire Council
Structured repairs reporting
A repairs taxonomy mapping what residents say to Schedule of Rates codes, so repairs are identified and routed consistently.
- Facebook
Green Square Accord
Integrated resident self-service
Resident self-service integrated with MRI, with escalation to live chat through Facebook Messenger when a resident needed a person.
- Alexa
L&Q
Voice-enabled resident services
A prototype of resident self-service through an Alexa-enabled device, exploring how residents could reach services by voice.
- chatbot
Flagship Group
Finding the right role for automation
An assessment of chat automation alongside live chat: where automated support fits and where a person is needed.
- Livechat
Kingdom Housing Association
Resident self-service and live chat
Exploration of resident self-service with live-chat escalation for a Rubixx-based housing service, working through what an integrated route would need.
1 of 7
We have prebuilt integrations for a variety of platforms, including Rubixx, NEC and Dynamics CRM. As a Microsoft and WhatsApp ISV, we can connect the tools your teams and residents use every day to your strategic system of record.
How we work
A clear path from requirement to working service
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Understand
Agree the problem, the people affected and the outcome you want to improve.
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Define
Set the scope, responsibilities, delivery approach and success measures. Establish whether standard platform access or a tailored project is the right fit. Where systems need connecting, we assess the available interfaces, data and permissions, and agree what can be read, updated and recorded before work starts.
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Deliver
Configure and integrate the service, test the workflows and prepare your team for operational use.
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Support and improve
Review performance, address exceptions and agree improvements through the support arrangement you choose.
How engagements are shaped. Most work starts with a fixed-fee diagnostic, followed by a fixed-fee first deployment scoped to a single workflow and priced to sit within your organisation's direct-award threshold. Fuzzlab's services are also listed on the Crown Commercial Service G-Cloud 15 framework, so public-sector organisations can buy through a compliant route without running their own procurement. Standard platform access is priced on key2housing.
Resident contact — every channel
Give your team a connected view of resident contact
Residents may call, send a message or move between channels. Your team needs to understand the conversation and what has already happened.
Fuzzlab designs and implements resident contact across every channel — voice, messaging, web and email — around your organisation. Microsoft Dynamics 365 Contact Center is part of our expertise, and one of several routes; we recommend an approach after looking at your systems.
- Voice, WhatsApp, SMS, web chat, Facebook Messenger and email in one place.
- Resident and case information in the contact workflow.
- Automated responses and assisted live chat.
- Outbound messaging and follow-up.
- Routing, handover and operational reporting.
- Implementation and ongoing support within an agreed scope.
- Keep your existing contact numbers.
Questions
Common questions
What is the relationship between Fuzzlab and key2housing?
Fuzzlab is the company behind key2housing. key2housing is our platform for social housing teams seeking a standard package and a straightforward route to getting started: it reads every resident conversation and event for hazard, vulnerability and hardship signals, applies the right procedure, keeps residents informed and records the evidence — covering triage, messaging, self-service and compliance across every channel. Fuzzlab also provides consultancy, integration and contact-centre delivery for requirements that need a tailored approach.
Should we start with Fuzzlab or key2housing?
If you want defined platform capabilities, pricing and a supported setup, start with key2housing. If you need to redesign a service, connect additional systems or bring every channel into one contact operation, talk to Fuzzlab. We can help you choose the appropriate route.
Do you only work with Microsoft Dynamics?
No. Microsoft Dynamics 365 Contact Center is part of our expertise and one of several routes. We recommend an approach after looking at your systems and the workflow you need.
Can you work with our existing Housing Management System or CRM?
Yes, and we can also work without one: if you have no CRM we can still connect your channels and automate the workflow. We are data and telephony agnostic and work with Rubixx, NEC, Acquaint and Dynamics today, and can assess any other platform you need to integrate — and additionally Microsoft-native. Integration setup is £0 on any Housing Management System where a standard key2housing connection fits. Where it needs additional work, we assess the interfaces, data and permissions first and scope it clearly before anything is promised.
Can you help us get ready for Awaab's Law Phase 2?
Yes. We review how hazard reports reach your organisation across every channel, where the duty is triggered, and what your teams can evidence today. key2housing helps you organise and evidence compliance activity; meeting the statutory obligation remains the landlord's duty.
Can you support the service after launch?
Yes. We agree the ongoing support and improvement arrangements as part of the scope, including responsibilities and how issues or changes will be handled.
How much does a project cost?
A diagnostic is a fixed fee. A first deployment is a fixed fee, scoped to one workflow, and normally sized to sit within your direct-award threshold. Larger programmes are proposed with the work, assumptions and costs set out in full. Standard platform pricing is published on key2housing.
Can we buy through a framework?
Yes. Fuzzlab is a supplier on the Crown Commercial Service G-Cloud 15 framework, which lets public-sector organisations, including councils and registered providers, buy listed cloud services and support through a compliant route without running a separate tender. We can also contract directly where a direct award is within your threshold.
How do you handle security and data requirements?
We work through the requirements for your proposed service, including access, processing, retention and integration. We provide the relevant information for your organisation's review and agree responsibilities before delivery.
Why are you called Fuzzlab?
One of our founding objectives was to give people a warm, fuzzy feeling when they deal with a service. It reflects what we are here to do: make housing and public services feel more helpful and less frustrating.
Discuss your project
What would better service look like for your team?
Tell us where the work gets difficult. We will help you find a practical route forward.
Looking for standard platform access instead? Explore key2housing
Prefer email? contact@fuzzlab.co.uk