Many organisations have carried out the exercise of “Lean” or Process Re-Engineering” but the real challenge is to continue the practical application of theory to produce measurable savings and improvements. Property Care worked on improving communication at every level in their business. Through culture change in the management and workforce of the DSO, they improved their efficiency and their customer satisfaction ratings and developed a team performance culture with team accountability. Ralph Middlemore will discuss how to embed the processes which delivered that improvement and reflect on how to ensure they are used to meet new demands on the business.

Effective two-way communication with tenants is also vital in ensuring lean efficiency doesn’t have a negative impact on customer satisfaction. This session also looks at the importance of striking a clear bargain between landlord and tenant through the local offer and in more practical terms, with an increasing number of retrofit projects, we also look at the importance of good communication when it comes to green technologies to ensure the user obtains maximum benefit from the investment and is not left out in the cold.