"Best in class void turnaround times of 9 days and £200K savings reinvested into front line services"


Richard was commissioned to undertake a programme of service reviews for Housing Services within a large ALMO in South Yorkshire. This included a review of the end to end voids process with the objective of ensuring that high levels of performance were achieved whilst also delivering cost savings to be re-invested in other priority areas as part of the wider programme.


The review was delivered as a project using systems thinking methodology and maximising stakeholder engagement to create a lean process. Activity based costing exercises provided an understanding of which parts of the process were the most costly and proportionally did not offer great value. Equality impact assessments, benchmarking of best practice and management of the key risks ensured that processes were front loaded to maximise success in tenancy sustainability.


A Project Board and sponsor were created, incorporating key members of the Executive Management Team, to receive frequent progress reports and make expedient decisions, ensuring transparency and that the client had a clear overview of activity and implications.


The findings and recommendations of the review were presented to the Board of Directors and approval was given to implement a restructure which brought together all elements of the void process under one manager; pre termination, direct void works, void monitoring, lettings and allocations.


Richard was then given responsibility for implementing the changes, which included utilising the savings freed up from the singular structure and lean process to establish a team of Customer Service Advisors in every part of the Borough and a Tenancy Support Team, which met key objectives that had been set as part of the programme brief.



  • 25% additional capacity for Housing Officers
  • Best in class void turnaround figures of 9 working days
  • £200K savings, reinvested into new services, (eg. Tenancy Support, Customer Services & Borough Environmental Training Scheme)
  • 95% customer satisfaction levels with empty properties
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