Diagnostic work was carried out to ensure a clear and shared view of the current position. The planned diagnostic approach was designed by Ad Esse, but sensitively coordinated within Southern by the CSI team. This enabled the most efficient and effective use of resources, whilst allowing for a skills and knowledge transfer to the CSI team to build their in-house capability. The diagnostic work prioritised the following areas for improvement activity:
- Reporting and handling of Anti-Social Behaviour (ASB)
- Estate Services and the inspection process
- Consistent implementation of the new Lettings process across the regions
- Development of arrangements for the collection and use of demand data in the CSC
The ASB, Estate Services inspections and CSC data collection processes were re-designed during a week of 3 concurrent Rapid Improvement Workshops.