Housing and Residential Services | 24 May 2018

Client: Kirklees Neighbourhood Housing (KNH)

Assignment: Building process improvement capability

Improving Tenancy Sign Up Experience

The Problem

In order to address waste in its key processes and engage employees in change KNH wanted to build its own in-house process improvement capability. Initially, we trained a cadre of Facilitators in the principles and tools of Lean to give them a thorough grounding. To give them experience of putting Lean into practice, we worked with them to improve the sign-up process for new and existing tenants taking up residency in KNH properties. The process needed to fulfil legal requirements as well meet the differing needs of the tenants and give KNH better insight into the sustainability of the tenancy.

The Solution

We recommended an Improvement Event with the Facilitators and the team responsible for the process. This included team training, project scoping, and the improvement event itself. Initially, a Bourton Group consultant led the process, gradually handing over to the KNH facilitation team.

The facilitators therefore gained hands-on experience of applying tools and techniques to the key phases: current state analysis, future state design, and implementation planning. The facilitators also learned how to adopt sound implementation disciplines, including leading 30, 60 and 90-day reviews.

The Benefits

The outcomes were twofold. Firstly, the team developed and implemented a new process that has demonstrated significant improvements, that include:

  • Reduced paperwork
  • More integrated use of it systems
  • More accurate data capture and sharing
  • Reduced cost of printed materials
  • Greater flexibility in meeting the needs of the tenants

Regular reviews are continuing to capture accumulating benefits and refine the process further.

Further events in Allocations and Tenancy Visits are planned as a result of improvement opportunities that emerged from the changes in the Sign-Up process.

Secondly, the facilitators themselves have gone on to run their own events in areas such as Absence Management and Leaseholder Finance that are reaping similar improvements. More people from across the business are now involved in Lean interventions.

What Kirklees Neighbourhood Housing (KNH) said about us

‘I just wanted to say thanks for the work you and your team have done to help KNH embed Lean thinking in the company. The benefits that we are seeing in both staff moral and efficiencies have made this a successful project.’

Head of Business Support