Testimonial

Provanhall Housing Association

A community-focused social landlord based in the east end of Glasgow, is committed to delivering high-quality, affordable housing and support services to its residents.

Provanhall Housing Association (PHA), a community-focused social landlord based in the east end of Glasgow, is committed to delivering high-quality, affordable housing and support services to its residents. With a portfolio of over 528 homes, the association provides a wide range of services including tenancy management, repairs and maintenance, rent collection, and community engagement initiatives.

As part of its long-term vision to modernise operations and enhance service delivery, Provanhall identified the need for a robust, flexible, and user-friendly housing management system. The goal was to streamline internal processes, improve data accuracy, and ultimately provide a more responsive and transparent service to tenants. However, like many small to mid-sized housing associations, Provanhall faced challenges such as limited IT resources, legacy systems, and the need to ensure staff could adapt quickly to new technologies

To address these challenges and support its strategic goals, Provanhall partnered (after a competitive tender) with OmniLedger to implement the PyramidG2 Housing Management System, a fully integrated solution designed specifically for the social housing sector.

Alan Hume, Director at Provanhall Housing Association, said “Prior to adopting the PyramidG2 Housing Management System, Provanhall Housing Association relied on two legacy software solutions that, while functional, had become increasingly outdated and restrictive. Property and tenancy management tasks were often fragmented across multiple platforms, requiring manual data entry and workarounds that slowed down operations and increased the risk of errors. Staff found it challenging to access real-time information, and reporting capabilities were limited, making it difficult to track performance or respond quickly to tenant needs.

The limitations of the legacy systems became more apparent as Provanhall began to pursue its long-term goals of digital transformation and improved service delivery. The organisation needed a solution that could integrate core functions, support mobile working, and provide a more intuitive user experience for staff. Additionally, compliance with evolving regulatory requirements and the need for better data security were key drivers in the search for a new system.

OmniLedger and their PyramidG2 Housing Management System came to Provanhall’s attention through a competitive tender exercise and feedback from a similar-sized housing association that had recently undergone a successful implementation. The endorsement highlighted PyramidG2’s flexibility, ease of use, and strong partnership approach to customer support — all critical factors for Provanhall as a smaller organisation with limited internal IT resources.

During the initial demonstration, it became clear that PyramidG2 could address many of the challenges Provanhall was facing. The system’s integrated modules for rent accounting, repairs, and document management offered a streamlined approach to housing operations. Staff were particularly impressed by the intuitive interface and the ability to generate detailed reports with minimal effort, which promised to save time and improve decision-making.

While the team at Provanhall was aware that transitioning to a new housing management system would involve challenges — including data migration, staff training, and adapting to new workflows — they felt confident that OmniLedger’s experience and support would help mitigate these risks. The decision to move forward with PyramidG2 was ultimately driven by a shared commitment to improving tenant services and building a more resilient, future-ready organisation.

Since going ahead with the contract, Provanhall Housing Association’s experience with OmniLedger has been overwhelmingly positive, marked by a collaborative and well-structured implementation process. From the initial project meetings through to the final installation, the OmniLedger team demonstrated a clear understanding of the housing sector and tailored their approach to meet the specific needs of a smaller organisation like Provanhall. What stood out most was the level of communication and transparency throughout the project, timelines were clearly defined, expectations were managed effectively, and any concerns were addressed promptly.

The onsite training services provided by OmniLedger were another highlight of the implementation. Training sessions were hands-on, practical, and delivered in a way that made the system accessible to staff with varying levels of technical confidence. Trainers took the time to understand how Provanhall operated day-to-day and adapted their approach accordingly, ensuring that staff felt supported and empowered to use the system from day one.

Provanhall has also found OmniLedger’s support desk to be responsive, knowledgeable, and genuinely helpful. Whether it’s a quick query or a more complex issue, the support team has consistently provided timely solutions and guidance. This ongoing support has been crucial in helping the organisation get the most out of PyramidG2 and continue to build confidence in the system.

Since going live with PyramidG2, Provanhall Housing Association has integrated the platform across several key areas of its operations. These include rent processing, arrears management, maintenance and repairs tracking, document management, and tenant communications. The system has become a central hub for day-to-day activities, helping staff manage workloads more effectively and deliver a more responsive service to tenants.

Feedback from staff has been overwhelmingly positive. Many have commented on how intuitive and user-friendly the system is, especially compared to the previous software, and has significantly improved efficiency in several areas. For example, arrears management is now streamlined through automated workflows and alerts. Staff can now identify and act on arrears cases more quickly, improving both recovery rates and tenant engagement. Similarly, maintenance requests are now logged, tracked, and updated in real time, allowing for better coordination with contractors and faster resolution times.

Compared to the legacy system, PyramidG2 has introduced a number of conveniences that have transformed the way Provanhall works. The ability to generate detailed, customisable reports at the click of a button has saved hours of administrative time each month. Additionally, the system’s cloud-based access has enabled more flexible working arrangements, allowing staff to securely access information whether in the office or working in the estate — a major benefit in today’s hybrid working environment.

As Provanhall Housing Association continues to evolve, its focus remains firmly on delivering excellent tenant services, embracing digital innovation, and strengthening community engagement. Future aspirations include expanding the use of data to drive decision-making, improving performance through ongoing KPI monitoring, and enhancing digital inclusion for both staff and residents.

Pyramid is expected to play a central role in these plans. Its robust reporting tools and analytics capabilities will support continuous performance tracking, helping the organisation identify trends, respond to emerging needs, and measure progress against strategic goals. Provanhall also plans to explore further integration opportunities, such as linking PyramidG2 with mobile working solutions and tenant-facing platforms to improve accessibility and communication.

Digital inclusion is another key priority. By leveraging PyramidG2’s user-friendly interface and cloud-based access, Provanhall aims to empower staff with the tools they need to work flexibly and efficiently, while also exploring ways to make services more accessible to tenants through digital channels.

With PyramidG2 as a foundation, Provanhall is well-positioned to meet the challenges of the future and continue delivering high-quality, responsive housing services to its community.”

Author

Eric Lau

Responsible for OmniLedger’s marketing strategy and implementation, I also contribute to product development through UX research and software design, helping shape solutions that meet the evolving needs of the UK social housing sector.

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