We constantly review our business practices with the aim of reducing waste, increasing productivity and improving the quality of our services.
We use an approach known as Lean Systems Thinking to review our processes and have adopted a management and leadership culture that embraces lean principles. The key principles are:
The customer is the focus of every process.
The people working in processes are involved in continuously improving the way they work.
To reduce the complexity of processes ensuring resources are not wasted
Our aims are to improve the customer experience and ensure that we focus on what matters to customers.
Using these principles, we have made the following service improvements:
Understanding customers' needs better through measuring what they are contacting us about. This is enabling us to identify when customers are having to make unnecessary calls so that we address this and provide a better service.
Dealing with more ASB cases at the first point of contact in the Service Centre, freeing up regional ASB caseworkers to deal with more complex ASB cases.
Redesigning our approach to estate inspections and communal repairs to improve the completion of actions identified on inspections.