A2Dominion identified a need to reduce the impact of errors on residents and staff, to empower staff to solve problems rapidly for better customer services and to improve value for money. With this in mind, following the organisation-wide diagnostic, the Leasehold Service Department was selected to be amongst the first wave of departments for service review and roll out of Lean Foundation. Leasehold Services comprises an Income Recovery team, Leasehold Property Management team and a Service Charge team responsible for producing service charge bills and answering customer queries. These are key functions in any housing association; Leasehold Valuation Tribunals award millions a year in favour of leaseholders when housing associations have got things wrong.