We conducted a thorough diagnostic assessment of the current state through data analysis and Value-Stream Mapping which revealed a number of process issues. Viewings were only taking place after void works were completed, meaning properties would be empty for weeks before they could be re-let. Notice periods and pre-void inspections for tenants leaving were rarely enforced. This led to instant voids with no opportunity for vital works and lettings planning.
Stakeholders from all teams redesigned the end-to-end process to address the issues identified in the current state. To operate more strategically, void works for “easy to let” properties were prioritised as opposed to scheduling being based on the void date. To support this way of working, all arbitrary team targets were removed. Delays were cut and greater streamlining was achieved by designing the new core process to be delivered by two teams instead of four. Crucially, viewings could now be done in parallel with void works to allow residents to move in immediately after completed works, saving weeks of void rent loss.