Many improvements had already been made to the process but VAHT felt that what was lacking was a complete end-to-end, co-ordinated approach.  Everyone was working hard to improve but in a fragmented way. A team was established from Voids, Lettings, Supported Housing, Major Works, Rents, Investment, ICT and Business Improvement. The objectives of the review were to:
- Reduce the overall re-let time and therefore reduce rent loss
- Improve the customer experience
- Provide a proof of concept to demonstrate that Lean principles would fit with the culture and vision of VAHT