How New Charter Homes Saved -£350K Per Annum [Webinar] - Short Version

Editor's note: this transcript was generated by AI and has been lightly edited for clarity and relevance — some sections have been shortened or removed, and minor transcription errors corrected.

Full transcript

00:00:08New Charter Homes Representative

New Charter Homes is a not-for-profit organisation with 19,500 homes across Greater Manchester and Nottingham. We have 850 employees with a £100 million turnover. Back in 2015, we were faced with three major challenges, including a new law meaning we were not allowed to raise our rents — for us, that meant a 15% reduction in revenue by 2019-2020.

00:00:39New Charter Homes Representative

This meant we had to work smarter to find budget savings while still offering our customers a fantastic customer experience. Our Customer Insight and Business Intelligence team worked to identify what our customers wanted, what they weren't satisfied with, and where we were lacking performance.

00:01:16New Charter Homes Representative

First, we needed to know what our current processes were. By using Triaster, we improved our processes and made better use of our resources. It gave us one central library for all of our process maps, policies, and procedures, and allowed our people across the business to see the bigger picture. Most importantly, it drives our process improvement and cost savings.

00:02:03New Charter Homes Representative

What was also a huge bonus was how easy the system was to use. We had a one-day training course provided by Triaster, and we also purchased the e-learning, which helped massively. Before we knew it, we had a library full of detailed process maps.

00:02:30New Charter Homes Representative

We agreed that mapping the entire keys-to-keys process would be the best way forward. This meant all stakeholders had an interest in every step of the process.

00:03:11New Charter Homes Representative

We held stakeholder workshops to identify how the current process was being carried out, and went out job shadowing with end users to see in real time how the current process was working. We recorded real-time data — RACI, systems used, bottlenecks, effort, wait time, queue time, pay bands, frequency, and consumable costs.

00:04:07New Charter Homes Representative

By having all this data readily available, we could easily cost not just what a process was costing the business, but how much a particular activity was costing. We could then remove particular activities and rerun the Triaster report to see how much we could save.

00:04:41New Charter Homes Representative

The keys-to-keys mapping took the Service Improvement team around 6 months from start to finish. Overall, we created 250 maps purely for the keys-to-keys process.

00:05:50New Charter Homes Representative

Overall, we saved a massive £350,000 per annum. Triaster played a massive part in these savings, as the software allows us to easily quantify our processes. We will also be launching Triaster to our customers so that maps can be used as training guides, not just for process improvement.