Voids management, allocations and lettings processes are the key to successful continuous improvement in any housing organisation. Why?
Well just think how many teams touch the voids related processes.
Also you never have a better chance to make a first impression on your new customers so even more reason to use voids as a demonstration project for continuous improvement.
This is probably why IiE is working on 5 void related lean improvement projects across the country at the moment. There are still mixed approaches and best practice out there despite KLOEs and inspection – why well voids is all about lines of communication and using an Olympic analogy it is like in some cases trying to run the 100m and 400m relays using the same baton!
What are the secrets to effective void management? Well our top hints and tips would be:
• Get the staff involved to identify what is actually happening on the ground and why problems are occurring
• If you haven’t realised it allocations and lettings is a sales process so treat as such – let’s not regress into the gate keeping world again
• It is all about the keys. In the world of key safes and other methods of key storage this should not be a problem anymore
• It is not just about one void but managing a whole system – do you know where all your voids are in the process today – how to you track and monitor progress – keep it simple it is not about flashy IT systems just ones that work
• Don’t waste time debating specialist vs. generic teams– sort out the process controls first and see if that has an impact
• Agree internal lines of communication – who is responsible overall for voids performance? How are problems highlighted and solved? How do we decide which voids we prioritise for voids work
One last thought came from a housing organisation last week. If the property was habitable on the Friday why do we need to spend £1,800 so we can let it on the Monday?
What do you think? What improvements have you made? Can IiE help you? Contact me on julian.beaney@investorsinexcellence.com or call +44 (0)121 746 3150 today!