Key areas

To find out more, contact our Head of Business Improvement Nigel Johnston on 0191 566 1027, or send us an email.

Systems Thinking

Improving performance

Systems, people, processes

The Government has made it clear that further efficiencies are expected from the public sector and that these cuts must be drawn by removing waste from current practices. Pressure on services to identity the waste and to continue to deliver in the face of the cuts means that housing organisations need to challenge the way services are delivered.

Systems Thinking can provide the method to allow you to meet these challenges.

By changing the way work works, and challenging the thinking behind how things are done, we have seen significant improvement in performance and customer satisfaction and identified resources to be re-invested in services.

  • Do you want to reduce the time it takes to complete repairs?
  • Are you looking to improve the void property turnaround time?
  • Do you want to increase the effectiveness of your income management?
  • Do you want to improve efficiency within your contact centre?

The Northern Housing Consortium systems thinking* approach, which uses the Vanguard method, can help you to analyse your systems in a different way, challenge your thinking, lower costs and transfer knowledge to your staff to improve services with the prime focus on customer outcomes.

A key feature of our approach is that we work with a team of internal staff involved in delivering services. With facilitation from us your staff will determine how the current system works, identify waste and design the service that will efficiently deliver your customer needs.

This will challenge the way that you think, empower your staff to engage in what matters for your customer and work more effectively.

Organisations who have used this approach report significant improvements and results:

  • End to end repair times reduced from 31 days to an average of five days
  • Right first time becomes the way to do repairs
  • High levels of customer satisfaction
  • Void turnaround time reduced by 50%