"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.




  • Savings of £850k p.a.
  • Improved ratings of 9 Key Lines of Enquiry, independently assessed by the Audit Commission
  • Successful award of £5m tender for sheltered/supported housing contract, including customer satisfaction increase from 83% to 92%
  • 100% KPI improvements, 50% of these delivering the largest improvements in the city
  • Double award winners at National Federation of ALMOs for Best Community Project
  • Regional TPAS finalists for community involvement and equality projects
  • SHEFF accreditation
  • Customer Service Excellence accreditation
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