"850K savings per annum and 100% improvement in KPIs and Customer Satisfaction within Housing Services"
Richard undertook a strategic review of housing operations within an ALMO in West Yorkshire, covering customer accounts, empty homes (including void repairs), sheltered housing, customer access, housing management, tenancy support, gas servicing access, anti-social behaviour, caretaking, leasehold management, resident involvement and diversity.
This large programme of strategic reviews included an analysis of operations against organisational priorities, structural value for money, policy and process review and targeted preparation for an Audit Commission Inspection.
The programme was broken down into a series of projects, with regular updates reported to the Board and Sub Committees.
The review led to a series of inter-dependent structural changes, supported by new processes, whilst meeting key organisational priorities.