South Staffordshire HA asked us to review the way they set up and used their housing software with a view to improving processes. Our approach was first to discuss with managers their perceptions of the problems they were encountering and then to sit with front line staff both to observe and explore with them their use of CRM, rents and repairs software. From this we identified more than 40 recommendations for making changes to existing practices and introducing new ideas all of which would lead to efficiency gains, better ways of working for front line staff and leading in turn to increased customer satisfaction.

We also reviewed the organisation’s asset database and submitted proposals for re-defining and restructuring the assets to improve system functionality and clearly define parent child relationships within the housing stock. Our proposals were accepted and with remote access to their housing system, we were able to revise and cleanse the structure. As a result it is more user-friendly and reporting and forecasting is improved, particularly in relation to planned works programmes. We provided full documentation to show the before/after position and notes on how to maintain the new system for the future.