Service design and consultancy
Identify where work slows down, what residents need and which changes will make a practical difference.
Intelligent apps for social housing
Turn resident voices into action. And action into evidence.
Fuzzlab helps housing providers and councils have meaningful conversations with residents, and automate decisions they can explain and evidence. From a single workflow to a fully integrated contact centre, we design, implement and run the right solution for your service.
Ready for Awaab's Law Phase 2? Take the free readiness scorecard
- Building AI solutions since 2016
- UK-hosted on Azure
- Available on G-Cloud 15
What happened
Voice · Sun 02:10“Water’s coming through the stairwell ceiling and the lights have gone out. There’s no one to ring at this hour.”
What we heard
- Emergency hazard
- Electrical risk
- Communal area
What we did
- Answered and triaged at 02:10, no queue
- Emergency hazard — 24 hours to investigate and make safe
- Escalated to the out-of-hours duty officer
What happened
WhatsApp · Tue 21:40“The black mould in the bedroom is back. It’s worse than last time. Can you make sure it gets fixed properly?”
What we heard
- Damp and mould hazard
- Child in household
- Repeat contact
What we did
- Case opened and linked to the previous report
- Investigation scheduled within 10 working days
- Resident told what happens next, in writing
What happened
Inspection report · Thu 14:05“Mould growth to bedroom window reveal, condensation staining to ceiling. Extractor fan not operating.”
What we heard
- Damp and mould hazard
- Found in a document
- No open case
What we did
- Case opened from the report, nothing re-keyed
- Investigation scheduled within 10 working days
- Findings summary due to the resident in writing
What happened
Voice · Mon 09:12“The heating hasn’t worked properly for a week and the flat is freezing. I’m 78 and on my own here.”
What we heard
- Loss of heating
- Older resident, alone
- Excess-cold risk
What we did
- Emergency repair raised, priority set from the risk
- Appointment confirmed with the resident by SMS
- Recorded in the housing system
What happened
Contractor note · Wed 16:30“No access — resident not home, card left. Will need rebooking.”
What we heard
- Open damp and mould case
- Deadline in 2 working days
- Missed visit
What we did
- Resident messaged on WhatsApp to rebook
- New appointment inside the deadline
- Attempt logged as evidence on the case
A person confirms before any of it reaches the tenancy record.
The problems we solve
Residents are not being heard. Insights are not understood. Action is not being taken.
Resident contact, inspections, documents and contractor updates arrive through different systems; your housing management system or CRM records the outcome. Nothing in between reads what is coming in, works out what it means and makes sure the right thing happens on time. We build that layer: every event from every source, matched to the right procedure, acted on, and recorded as evidence in your system of record.
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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.
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.
- Inspection findings, surveyor reports and contractor job notes read as they arrive.
- Compliance certificates and documents — gas, electrical, fire — read and recorded against the property.
- Statutory clocks started from the event that triggers them, not from when the case is opened.
- Household and vulnerability context applied to every decision.
- Works with your housing management system and CRM — NEC, Rubixx, Acquaint and Dynamics 365 among them.
- Every action written back to your system of record as evidence.
- Standard connectors, published; no bespoke integration inside a subscription.
Tenancy data — every touch point
Give every tenancy one evidenced history
Inspections, certificates, contractor updates and complaints arrive from different systems at different times. Your team needs one view of what has happened on a tenancy and what is now due.
Fuzzlab connects the systems that collect tenancy data with the housing management system or CRM that records it. Compliance and inspections are the same problem as resident contact: events arriving from outside the system of record, needing the right procedure and a record of what was done.
Our platform
key2housing does this for every conversation and event.
Triage, messaging, self-service and compliance in one platform for social housing teams. Published packages, published pricing, a supported setup and no procurement exercise — 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.
Packages and pricing are published on key2housing, and the free Awaab's Law readiness scorecard is at key2housing.co.uk/awaabs-readiness. key2housing helps you organise and evidence compliance activity; meeting statutory obligations remains the duty of the landlord.
What Fuzzlab does
When a standard package is not enough, we design, build and run the service around it.
Consultancy, integration, automation and contact centres across every channel, scoped around the problem you need to fix. Start with one workflow or a whole contact operation.
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.
Start with the free Awaab's Law readiness scorecard on key2housing: eight questions, a score and a written report on where hazard reports reach you, where the duty is triggered and what you can evidence today.
Take the readiness scorecardOur 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.
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.
Past projects
- 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 MIS, with escalation to live chat through Facebook Messenger when a resident needed a person.
- Alexa
L&Q
Voice self-service, proven and priced
A working voice route to resident services on Alexa, built and tested with L&Q to establish what voice self-service could handle, what it could not, and what it would take to run.
- 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
Self-service on a Rubixx housing system
Resident self-service with live-chat escalation, designed against Kingdom's Rubixx housing system to define the integration a live service would need — the route now built into key2housing's standard connectors.
1 of 5
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.
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. Start with the free readiness scorecard at key2housing.co.uk/awaabs-readiness, which scores how hazard reports reach your organisation, where the duty is triggered and what your teams can evidence today. Where the result shows gaps, we scope the work to close them. 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.
Paul, Fuzzlab's founder, replies personally — usually within one working day.
Looking for standard platform access instead? Explore key2housing
Prefer email? contact@fuzzlab.co.uk