Growing service design capabilities to redesign the Housing Repairs service
Adur Homes responsive repairs was embarking on a major service review and had identified the need for service design support.
A core team was brought together and guided through the service design process, building skills and capabilities on individuals 'learning by doing’.
We carried out community research to understand the key challenges and opportunities from the perspective of residents, members of staff and suppliers.
We ran a series of collaborative workshops to map the journey of repairs ‘as it is’, to understand the data available about repairs, to find inspiring examples and to understand the current technology solution.
We came together in April to make sense of the learnings through the process and to define ‘what good looks like’, agreeing on a set of design principles, coming up with ideas based on our design principles and mapping our ideas in a roadmap for change.
Departments responsible for delivering the housing repairs service have built relationships and have defined ways to work together. Gaining understanding of each other's roles has allowed individuals and teams to collaborate and support each other, gather data and continuously improve the service.
A shared vision and set of design principles to guide service design and technology solutions. An agreement on the prioritised three strands of work to start with to deliver a good value for money repairs service.
Individuals gained an understanding of service design methodologies and used the skills in their day to day work.
Service managers, members of staff and stakeholders have had the space to think strategically and to understand the big picture of what the service is trying to achieve, as well as to understand the experiences first hand from people receiving and delivering the service.
This work informed a new digital solution to report and manage repairs. Guided by the design principles and the insights from the process, the new digital solution meets the needs of people delivering and receiving the service.
Client: Adur & Worthing Councils
Sector: Local Government
Services: Service Design