Client: Peabody Housing Trust

Review and Change Management to Improve Service Delivery.

The Peabody Housing Trust (PHT) is one of London's oldest housing associations and now owns and manages nearly 18,500 properties, providing affordable homes for almost 50,000 people. Pinnacle Consulting carried out a one year caretaking and cleaning service review with the following aims:

To improve the cleaning on all estates maintain or improve the quality of repairs respond to residents’ concerns about consistency sensitively manage change with staff.

We worked with PHT to design and pilot a new model of service delivery. This was piloted on four representative estates for six months and extensively reviewed. We tracked resident satisfaction as well as KPIs relating to repairs, cleaning and grounds maintenance.

This provided the evidence base for changes to whole of PHT’s caretaking services. We modeled the financial implications of a variety of scenarios for rolling out the changes and then worked with PHT to develop a cost effective solution which responded to staff and residents’ needs.

We managed the implementation of the solution across all 18,500 properties in partnership with PHT and their supply chain.

The work has led to vastly improved environments for residents with associated improved resident satisfaction surveys and significant cost savings.