Background
Thirteen needed a more accessible, modern and user-focused digital platform that could better support customers across key housing journeys. As a large housing association providing homes, communities and support, Thirteen’s website needed to make it easier for people to find clear information about renting, repairs, money advice and customer support.
The challenge was important because Thirteen serves a large and diverse customer base across the North East, owning and managing more than 36,000 homes and supporting around 100,000 customers. For a provider of this scale, unclear navigation, inconsistent journeys or inaccessible content can create real barriers for customers trying to self-serve online.
The existing digital experience needed a stronger foundation for future improvement. Thirteen required clearer self-service priorities, improved navigation, more robust accessibility processes and a design system shaped around real user needs.
Solution
Spindogs delivered a more accessible, modern and user-focused website for Thirteen, combining discovery, UX, design and Umbraco development. The solution introduced a flexible CMS, clearer customer journeys and a stronger platform for continuous improvement.
The website was designed around the needs of Thirteen’s customers, with a focus on helping people complete important tasks more easily online. This included clearer routes into services such as repairs, rent, money advice, support and contact information, supported by improved navigation and content structure. Thirteen’s live website now presents these core services in plain, task-led language, helping customers quickly understand where to go for support.
Accessibility was a key part of the solution. Spindogs strengthened accessibility processes and created a more inclusive experience, helping Thirteen provide digital services that are easier for more people to use. The project also introduced a design system shaped around real user needs, giving Thirteen a more consistent and scalable digital foundation.
Impact
The project gave Thirteen a more accessible, user-focused website backed by a flexible CMS and a stronger foundation for ongoing digital improvement. It helped clarify self-service priorities, improve navigation and create a more consistent customer experience across key online journeys.
For customers, the new platform makes it easier to find information and access support online. This is particularly important for a housing association of Thirteen’s scale, where customers may need to complete essential tasks such as reporting repairs, managing rent, getting money advice or contacting support teams.
For Thirteen’s internal teams, the improved CMS and design system provide a more flexible, maintainable foundation for future content and service improvements. The result is a platform that supports both immediate customer needs and longer-term digital transformation.
