Is it just us or have you noticed a significantly increased appetite for risk in the housing sector since lockdown? A willingness to proceed with something knowing it’s not perfect, but better than what you have now. It’s taken a world-changing event for the concept of PDCA (Plan, Do, Check, Act) to fully take off, and long may it continue. The more benefits people see from approaching change in this way, the less likely we are to go back to the old and slow ways of planning and delivering change.
We’ve been lucky to enjoy many conversations with our friends in the sector about their experiences of change and transformation during lockdown, and thought their stories are worthy of sharing and celebrating!
We asked: “What new and innovative ways are you working since lockdown?”
Our conversations aren’t finished yet and we are planning to have more successes to share with you soon, including Saffron Housing and Johnnie Johnson. If you’d like your successes and innovations shared then get in touch.
Finally, if you’d like to discuss your next innovation and improvement project, or you need some help navigating through the challenges of the crisis, then reach out to set up an informal conversation with one of our Directors G or Rhiannon.
Your Housing Sector Stories
Russell Thompson | Executive Director of Property Services at Thirteen Group
“When customers have a repair need, what they want is resolution – not an appointment. It is up to us to get them that resolution as quickly as possible.”
Thirteen Group have continued triaging repair calls using Sight Call, an app that has enabled operatives to virtually manoeuvre the customer’s phone, diagnose the repair, and walkthrough possible resolutions. Russell has predicted what the ‘new normal’ might look like beyond Covid-19.
Isabel Thonger | Director of Customer Experience at Grand Union Housing Group
“The behavioural insights project will enable GUHG to deliver a more personalised customer experience.”
People and culture are at the heart of Grand Union Housing Group’s transformation, but the technology remains an important factor. Isabel has launched a new team to communicate with customers, requiring new processes and protocols. An exciting behavioural insight project has also been running in partnership with Voicescape.
Sue Shirt | Executive Director of Customer Services at Stonewater
“The crisis has given the organisation a narrative and an impetus for a more radical pace of change… and a greater acceptance for implementing new ways of working that are sailable rather than being 100% ready.”
Stonewater have rapidly released numerous innovations such as ‘Live Response’ and ‘Proactive Outreach’ to help customers now. Since lockdown, Sue has delivered service improvements such as digital sign ups for customers and a full digital lettings offer will be appearing in July. Keep your eyes peeled! One of the most significant changes has been rolling out an entirely new customer services model.
Emma O’Shea | Group Customer Services Director at Aster Group
“Our teams have shown a great deal of agility in learning and building the new system, and this gives us a firm foundation for managing data and insight for the future.”
Aster Group have adopted a data-driven approach to support customer services with the use of Power BI, a business analytics platform. Having recently joined the organisation, Emma considered how to ‘go and see’ her new team and visit estates during lockdown. Read Emma’s full story to see how this challenge was tackled and her predictions for the future of Housing.
Kam Basra | Head of Transformation at Citizen
Citizen have been using Lean principles to support their transformation programme for just over 18 months. Kam shares practical tips for using information centres and visual management to build stronger reliable services during times of crisis.
Here are some resources to help achieve successful change and transformation in your organisation.