Insight & Demand Led Housing Management

TOWER HAMLETS: CONTEXT

22,000 Properties

27 Neighbourhoods

45% Leasehold

77% Satisfactio

n

if Tower Hamlets Homes was 100 residents

 

 41 would be Bangladeshi39 would be other Black and Minority ethnic groups20 would be White British

1 The THH Context

SLA with parent Council

Working with an Outsourced Provider

Initiate Design Build & Test

Deploy & Review

In-House Development Methodology following ITIL Best-

Practice

Shared systems requiring PSN compliance

1 ICT in THH

Core Housing Management System

EDRMS, Contact Management

Asset Management

Self-Service Portal

1 ICT in THH

Systems Thinking Review: Rents

10

2 Rents

Introduction to Systems Thinking – Vanguard

Resourced in-house

Pre-welfare reform

Service improvement driven

Approach:

Customer satisfaction surveyDemand analysisData analysis and insight

11

2 Demand Analysis

Based on 956 inbound calls over a ten day period

79%

21%

ValueFailure

Inbound demand

12

2 Demand Analysis

47%

25%

15%

8%

5%

Account balanceMake a PaymentAdviceReplacement cardOther

Breakdown of Value Demand

13

2

-1650-1550-1450-1350-1250-1150-1050

-950-850-750-650-550-450-350-250-150

-5050

150250350450550650750

New lettings during a 6 month period

£

BALANC

= Weekly Rent

= Zero Rent

New rent accounts balances

14

2 Response

Rent account sign-up as close to tenancy sign-up

Benefits and repayment calculator (Excel)

Promotion of enrolments to SeeMyData

Migration of general rent enquiries to call centre

Changes to Northgate Sx3 arrears escalation policies

Understanding of customer payment patterns and not just arrears level

Big Lottery Fund: Getting on with Money - Project

Improving Asset Management

3 Old, bespoke IT systems

Heavy reliance on manual processing

2013-16: Decent Homes Programme

Organisation Wide Approach

Approach:

Requirements CaptureProcurementBusiness-led Implementation

Asset Management

3 First major system procurement and implementation with

Agilisys

Keystone selected as preferred supplier:

Asset Management (KAM)Planned Maintenance (KPM)Asbestos Register (KAR)Servicing & Inspection (KSI)

Agile implementation:

KPM live within two months to support Decent HomesKAM & KAR took longer – data!Service-led review of servicing and inspection

Asset Management

Efficiency and accuracy gains in Decent Homes delivery

Improved Customer Communications

Kiosk Deployed to All StaffIntegrated with Public Interactive Map

Flexible working opportunities

Savings opportunities: Type of Benefit Estimated Saving

Cost Avoidance £580,000

Reduced Wastage £300,000

Revenue Management £100,000

Productivity Gains £10,000

Total £990,000

3 Asset Management

3 Asset Management Ensuring integration with existing infrastructure

Asset Management3 Improved management of Planned Maintenance, including

Decent Homes

Clearer and more widely-accessible asbestos survey information

Further opportunities:

Rollout of mobile surveying solutionsIncreasing assurance of servicing and inspection compliance to BoardMore accurate long-term investment planning

Improved Ways of Working

Insight-led4There are different levels of risk in each neighbourhood and these affect satisfaction

Insight-led4Variation in patch size but no correlation between patch size and activity

Insight-led4

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

Globe Tow

n

Chicksa

nd

Collingw

ood

Ocean

South

St Dunsta

n's

Roman Road

Poplar H

igh St

reet

Appro

achSid

ney

Malmesb

ury

Limeh

ouse

Hollybush

Berner & Roya

l Mint

Old Fo

rd Road

Lock

sley

Bethnal Green

Road

Boundary

Barley

Mow

Cranbro

ok

Ocean

North

Linco

ln

Shad

well

East

India Dock

Road

St Ste

phens

Wap

ping

Dorset

Avebury

satisfied(+ve) neutral Dissatisfied (-ve) Sat Ave Dissat Ave

Large variation in satisfaction with caretaking service across our Neighbourhoods

Insight-led4There is no correlation between hours spent on a block and the rate of satisfaction

Insight-led4Different levels of risk in each neighbourhood affect satisfaction

Low riskHigh demand

Medium Satisfaction

Low riskLow demand

High Satisfaction

High riskHigh demand

Low Satisfaction

Demand-led4 Allocation of resources will depend on need, not geography

From generic roles to specialist teams

Removing ‘Single Points of Failure’

Continuous service improvement

Insight-led

Performance driven

Planned, not reactive

I © MYHOUSINGOFFICER

Summary

Summary5

Continuous improvement rather than transformation led

Focus on leveraging existing applications rather than new applications

There are limits and constraints to Insight-Led Housing Management

Best results where ICT development and some business process change introduced concurrently

Questions?