Danish YWCA is a long-established residential organisation based in Hampstead, providing accommodation and support for approximately sixty Danish residents living in London. The charity operates from a single site and is supported by a small team of full-time and part-time staff. The organisation relies heavily on cloud services through Microsoft 365, enabling staff to collaborate using SharePoint, OneDrive, Exchange Online, and other modern productivity tools while delivering essential services to residents.
Danish YWCA began reviewing its IT support arrangements due to ongoing frustrations with both technical performance and service delivery. The most significant issue was persistent Wi-Fi instability throughout the building. Despite previous investments in network improvements including upgraded cabling, wireless access points, and switches, connectivity problems continued to impact residents and staff.
Alongside the technical challenges, the organisation experienced delays and uncertainty caused by inconsistent communication and slow response times from its existing IT provider. This made it difficult to gain confidence that issues were being fully investigated and resolved.
A further concern was the need to better understand the organisation’s Microsoft licensing and service subscriptions. The leadership team wanted reassurance that existing licences aligned with operational requirements and that unnecessary costs were being avoided. Overall, the organisation sought a more transparent, proactive, and accountable technology partner capable of supporting both current needs and future growth.
Our engagement started with a comprehensive discovery process designed to gain a clear understanding of the organisation’s people, systems, and day-to-day operational requirements.
We reviewed the Microsoft 365 environment and identified a licensing structure. This assessment provided an opportunity to validate user requirements and ensure licences remained aligned with business needs while maintaining appropriate security and productivity capabilities.
We also gathered information regarding support requirements, identifying a core team staff members who would primarily require ongoing IT support. This helped establish the appropriate level of service and support planning moving forward.
Given the long-standing wireless issues, a detailed network investigation was prioritised. Evidence gathered during discovery indicated that previous infrastructure improvements had not fully resolved the underlying causes of connectivity problems. To address this, a dedicated on-site survey and Wi-Fi mapping exercise was scheduled across the entire building. As a large residential property accommodating up to sixty residents, understanding signal coverage, access point placement, client density, roaming behaviour, interference, and network design was considered essential before recommending any further changes.
The organisation was also preparing to install a new internet line and router as part of wider connectivity improvements. We incorporated this upcoming project into the onboarding plan to ensure the new service could be integrated smoothly with minimal disruption.
As part of onboarding preparations, remote support tools were planned for deployment across supported devices, enabling proactive monitoring, faster issue resolution, and improved visibility of the environment. With no reliance on on-premises servers, the focus remained on creating a stable cloud-first support model built around clear communication, proactive advice, and accountability.
By undertaking a structured review of the environment, Danish YWCA gained a much clearer understanding of its technology landscape and the steps required to improve performance.
The planned Wi-Fi survey and network assessment provided a methodical path towards identifying the root causes of long-standing connectivity issues rather than relying on further assumptions or incremental changes. This established a foundation for a more reliable wireless experience across the residential building.
The Microsoft 365 review delivered greater visibility into licensing usage and subscription allocation, helping the organisation verify that services were aligned with operational requirements while supporting future planning and budgeting decisions.
The onboarding process also introduced a more proactive support framework focused on communication, ownership, and transparency. With clear points of responsibility, remote management capabilities, and a structured approach to issue resolution, the organisation gained confidence that technical concerns would be investigated thoroughly and communicated effectively.
Most importantly, Danish YWCA established a partnership centred on long-term improvement rather than reactive support. The result is a technology platform better positioned to support staff, residents, and future organisational objectives.
- Comprehensive review of the Microsoft 365 environment and licensing structure
- Detailed Wi-Fi investigation planned across the entire residential building
- On-site wireless mapping survey scheduled to identify coverage and performance issues
- Preparation for integration of a new broadband line and router
- Deployment of remote support and monitoring tools
- Improved visibility of IT infrastructure and future technology requirements
- Greater confidence through clear communication and ownership of issues
- Establishment of a proactive, cloud-first support model
