National Provider – Fundamental review of the service offer
Background
This national provider of housing for older people had a range of different housing and service offers across the country. It recognised that some were more successful than others. It wanted to learn from what works well to understand how it could improve its services to existing residents but also to, potentially, have a very different offer in the schemes it develops in the future.
Approach
We acted as a critical friend, contributing to the project group that had already been established. We visited a range of schemes, analysed their performance, and gained the views of residents and staff. We also analysing the market to understand what competitors were doing and their service offer.
We worked with the project group and helped to draft the resultant report to the Board, providing evidence and exploring potential options.
Outcome
Our input provided valuable lessons on what makes schemes successful, helping the organisation to make significant decisions about its future service offer.
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