Lewisham Homes Improves Housing for Non-Profit in the United Kingdom

About Lewisham Homes

Lewisham Homes is an enterprising, not-for-profit organisation, set up to improve housing in the borough. As well as managing 19,000 homes on behalf of Lewisham Council, they operate their own maintenance company, build new homes, and find valuable ways to invest in the local community. They're proud to be 100% focused on Lewisham and aim to make a real difference in the lives of the residents and communities living and working in the borough.

The challenge

Offering housing services to the local community from a single service centre located in the Old Town Hall, near Catford Station in London, Lewisham Homes offers a range of services regarding rent, tenancy management, repairs, environmental, new homes and much more.

The walk-in centre is integral to the services offered to customers and ensuring a professional experience was part of the vision of Lewisham Homes when approaching ACF to assist.

With any centrally located office, a high footfall of customers naturally exists and at times may have experienced higher wait times than Lewisham Homes would have liked, which left some customers with a lessened customer experience.

Many customers waiting was also increasing the demand and pressure on staff and could inhibit the delivery of the best customer service. As queues build up, with no queue management system in place, the atmosphere could naturally move towards frustration with some customers, which then further added pressure to the service staff.

Lewisham Homes customer service management team also needed a unified system that would allow them to easily see the number of customers waiting and served throughout a period of time.

Lewisham Homes also experienced a spike in traffic on certain days of the week, and the month, which would further support the need to have a system to control the sporadic rising footfall.