The Challenge

To deliver transformational change and raise standards of service for the council’s Tenancy Services, Repairs & Improvements division, ensuring correct first-time repairs within acceptable timescales.

Why change was needed

The service was suffering from poor management / worker relations, low staff morale and had recorded a ‘zero’ rating in an independent audit. The budget was also overspent by 10 per cent.

What we did

We spoke to all the stakeholders, including the 48 tradesmen and unions, to establish how the system operated and its pitfalls. Then, having gathered customers, workers, managers, strategic leaders and councillors together, 81 people in total, we redesigned the system over two days.

Among a series of measures to simplify the process, we reduced the reliance on IT, which had created barriers and delays, cut the ‘job journey’ from customer to tradesman from four steps to two, gave tradesmen the power of inspection while removing the ‘inspector’ function and arranged for the ‘drive-through’ pick-up of materials with local firms.

The Results

Waiting time for repairs cut by half.
Tradesmen completing three jobs in the time it used to take for two.
Dependence on external contractors ended, saving £700,000
IT upgrade avoided, saving £200,000
More satisfied customers
Management costs reduced
Improved morale

The Client Says

“I was very impressed by the way the consultant has supported and enabled me and my team to inclusively drive through these improvements. The breadth of knowledge and experience they bring has been invaluable to our success.”

Director of Tenancy Services