We split the review into three distinct phases:
Diagnostic
Key issues uncovered included excess processing caused by overuse of paperwork and unnecessary checks, no set-up to manage the overall process and workload, and the process flow being disrupted by delays where nothing was happening at the property.
Redesign
We developed an improved process that enabled work to be undertaken outside the void period, removed unnecessary assessments, checks and activity, and removed excess administration. This was coupled with more visual and effective tracking of voids using an Information Centre.
Implementation
Although IT limitations meant some elements of the new process could not be implemented, such as any-day terminations and tenancy starts, an action plan was developed to implement the process changes and an Information Centre was set up immediately.