Background and Challenges
When the independent Arm’s Length Management Organisation (Six Town Housing) was brought back in-house to Bury Council, there were significant challenges in aligning staff, processes, and organisational goals under the new operating model.
The Council faced immediate issues around functionality and service delivery and needed more than just recommendations – it required hands-on support to drive meaningful change. Trueman Change stepped in not as passive reviewers but as active deliverers, using their deep expertise in local government, housing, and organisational psychology. We provided practical solutions, strengthened leadership capacity, and ensured progress toward inspection readiness.
This case study describes our progress and achievements at the mid-way point of the project. As our partnership grows, we continue to incite traction and pace into Bury’s change programme.
Trueman Change Involvement
Trueman Change was commissioned by Bury Council to provide essential support during the complex transition of Six Town Housing. Tasked with addressing cultural, process, and performance challenges, Trueman Change brought a unique blend of expertise in local government, housing, and organisational psychology. This made us to the ideal partner for this project as we could deliver actionable solutions.
From the off, Trueman Change focused on communication and messaging. By developing clear and consistent comms strategies (including the introduction of an intranet), we made sure that staff across all levels understood the integration's goals, their roles in the new structure, and timelines for vital changes, such as the introduction of new IT systems and the restructuring of leadership hierarchies.
A core part of our work involved looking at decision-making processes within the newly integrated housing function. Trueman Change collaborated closely with leadership to establish efficient decision-making structures, ensuring that decisions flowed smoothly through the organisation. This effort was reinforced by our innovative approach to cultural and process mapping, where solutions were co-created with frontline staff through interactive workshops. These workshops went beyond solving immediate problems; instead, they were designed to empower participants, building their decision-making and process-improvement skills to sustain long-term benefits.
The impact of these efforts? We have been offered a contract extension which demonstrates Bury Council's trust in our ability to deliver tangible results. With the initial six-month contract extended by an additional six months, Trueman Change continues to provide vital support to the leadership team, ensuring that progress remains on track. Our hands-on approach has provided immediate outcomes but also equips the Council with vital tools for thriving in the future.
Outcomes and Solutions
Halfway through our partnership with Bury Council, we’ve already delivered significant progress in addressing the complex challenges. An initial milestone was the completion of the ‘as is’ report, which provided a detailed understanding of the organisation's starting point. From there, we established a structured program of process reviews, including the near-completion of the 'repairs' service journey mapping and the scheduling of sessions to address the homelessness service.
To ensure a well-rounded perspective on service delivery, Trueman Change engaged directly with tenant representatives, gaining crucial insights into housing services through the eyes of the people who use them. Additionally, we have worked with housing officers to better understand their day-to-day roles and challenges. This groundwork has laid the foundation for tailored service redesigns that reflect the realities of both customers and frontline staff.
Another key focus has been on improving communication and creating trust. Trueman Change developed a comprehensive communications strategy and launched an intranet platform to streamline information-sharing across the organisation. Workshop sessions have been conducted to help management become more confident and effective in their communications, anchoring transparency and clarity within the emerging culture. These efforts have been instrumental in building trust, alleviating the uncertainty that often comes with such transitions, and creating clarity and understanding of the integration.
Cultural transformation has been a central theme, with Trueman Change driving a shift from a top-down approach to one that is workforce-driven. By involving front-line staff in planning and decision-making, we have nurtured a sense of ownership and empowerment, ensuring that changes are not only implemented but also embraced and sustained for the long term.
On the IT front, Trueman Change provided consultancy support to bridge critical gaps in the collaboration between the housing department and IT team. We identified what was needed for the department to function optimally, addressing misalignments and advising on how to maximise existing systems.
While this is an ongoing project, the outcomes so far demonstrate the value of Trueman Change’s role as a proactive and hands-on change partner. Their approach has added traction, pace, and momentum to the Bury Council’s transformation program, setting firm foundations for sustainable cultural and operational improvements. Rather than acting as passive reviewers, we have provided a delivery-focused strategy to ensure lasting impact and resilience within the organisation.
Added Value
Trueman Change brought added value to Bury Council by focusing on sustainable, workforce-driven change. Our approach to service redesign, particularly in areas like repairs, went beyond immediate fixes; we placed a strong emphasis on upskilling both frontline staff and managers to handle change effectively.
By building resilience and embedding a sustainable change culture, we ensured that the organisation would have the skills, knowledge, and confidence to manage future challenges independently.
Unlike traditional consultancies that simply provide recommendations, Trueman Change took the time to listen to staff at all levels – from frontline workers to directors – and supported them in working through solutions using the resources already available.
This collaborative, expertise-driven approach strengthened not only the immediate project outcomes but also the Council's long-term capability to adapt and thrive in a continuously evolving environment.
