Portsmouth City Council Awards Case Study 2011: Fit for the customer’s purpose



See how the housing service at Portsmouth Council halved the cost of repair and saved £2m pa across the service by transforming the service to focus on what actually matters to the customer.

Gain insight into how thinking as well as processes were challenged by applying Vanguard's method of applying Systems Thinking, uncovering what creates true customer satisfaction and removing all the traditional targets.  Prospective tenants are seen much more quickly by housing specialists and repairs are now provided at the specific time requested by tenants – 75% within 48 hours – and completed to a high standard on the first visit, so they ‘stay fixed’.  Most managers would say that it couldn’t be done or was massively expensive.  In fact, focus on people and value, rather than cost and process, has raised morale and cost less, with £2million annual savings, fewer properties left empty and double the cleaning and grounds maintenance at no cost. 

Key results include:
  • Costs of repairs has been halved
  • 75% of repairs complete within 48 hours
  • £2million annual savings
  • Time properties left empty halved
  • In a council employee survey the housing service scored in the top 4 in 30 sections, the only large department to do so

Click here to read the full case study

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