Tell us once ‘move-in’ process DISCOVERY

Project details:

Organisation Sunderland City Council
Department Customer Services Network
Collaboration Level Share Ideas
Budget £50K > £100k
Key Contact Gary Williamson
Phase start 01 January 2019
Phase Estimated end 12 April 2019


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This is a joint project between Sunderland City Council, Newcastle City Council, Kirklees Council, North East Lincolnshire Council and Watford Borough Council.

Moving house is stressful and this is not helped by the complexity of the public sector front-end, as a new resident has to navigate individually a disjointed mass of bureaucratic processes in order to get everything they need when moving house.

The current approach means a resident has to make multiple contacts and tell their story multiple times which invariably leads to delays and in some cases can lead to hardship (e.g. getting into arrears with council tax payments).

The “process” is complex, time-consuming and costly for the new resident, costly to the public sector (councils in particular) due to processing multiple services for one individual and it doesn’t currently provide councils with opportunities to market their services (e.g. leisure, events).


The project wants to understand this problem, the impact and the potential to develop a common digital approach to benefit residents and local authorities and identify:

  • What we need to do and how we need to do it to enable a new joined-up, customer-centric approach to moving house meaning that residents will be able to tell their story once and as a result, the required multiple transactions can be initiated and where possible automated
  • How we could structure the necessary information, advice and guidance to help people when moving to manage their own circumstances, setting up and making contact with the right services in the right way across the council and signposting to relevant wider public services.




Status Updates