Case Study: Stabilising a major programme

Stabilising a Mortgage Transformation Programme for a UK Building Society

The Challenge

Our client had embarked on a major transformation of its mortgage origination process, implementing a SaaS platform from a leading provider.

However, as the programme progressed, critical issues began to emerge. There was no credible plan to reach launch, testing frameworks were underdeveloped, and governance structures lacked the strength needed to support effective decision-making. Confidence in delivery (both internally and across partners) was beginning to erode.

Partners in Change was engaged to stabilise the programme, restore alignment, and ensure successful delivery

Our Approach

We rapidly mobilised to regain control and bring structure back to the programme.

First, we led a full recovery and restructuring effort—resetting the programme around a clear, realistic delivery plan. Working closely with executive leadership, we reprioritised scope and established a roadmap that balanced ambition with achievability.

To eliminate ambiguity, we remapped all functional, non-functional, and regulatory requirements, restoring full traceability across workstreams. In parallel, we reviewed and aligned end-to-end business processes with the capabilities of the new platform and future operating model.

Recognising that quality assurance was a key risk area, we designed and implemented a robust User Acceptance Testing (UAT) framework—significantly improving confidence in solution stability and readiness.

We also reset the programme’s financial and resource foundations, reprofiling budgets, timelines, and team structures to align with the revised plan. Throughout, we coordinated closely with both internal stakeholders and the solution provider’s delivery teams, ensuring a unified and collaborative approach.

The Impact

Our intervention delivered immediate and lasting results.

Executive confidence was restored through transparent planning, stronger governance, and a clearly defined path to delivery. Requirements traceability and process alignment reduced rework and removed uncertainty across the programme.

The introduction of a structured testing framework significantly improved quality control, while enhanced collaboration between the building society, solution provider and Partners in Change accelerated decision-making and removed delivery bottlenecks.

Most importantly, the programme was successfully returned to a stable trajectory and delivered into live service on the agreed timeline—enabling the organisation to begin using its new mortgage originations platform as planned.