Housing Repair Service Improvement Project
Start project- Construction
- 3 weeks duration
- Oluchi Ibehcontributor
Skills to be developed
- Business Problem Analysis
- Stakeholder Analysis
- Requirements Elicitation
- Requirements Analysis
- Requirements Prioritisation
- Process Analysis
- Process Modelling
- Root Cause Analysis
- Gap Analysis
- User Story Writing
- Acceptance Criteria Definition
- UAT Planning
- Requirements Traceability
- Consulting Mindset
- Collaboration
- Presentation Skill
- Facilitation & Workshop Skills
- Stakeholder Communication
- Problem-Solving
- Critical Thinking
Project summary
Westbridge Borough Council is a local authority based in the West Midlands, England. Established in 1978, the council has served its community for 48 years and provides essential public services to approximately 280,000 residents. Its Housing Services Department manages around 42,000 council-owned properties and receives over 60,000 repair requests each year. The council is currently experiencing challenges within its housing repair service. Residents have reported delays, limited repair updates and difficulties tracking the progress of their requests. Internally, staff rely on manual processes, manage a high volume of repair enquiries and sometimes work with incomplete repair information. Management also has limited visibility into service performance, repair trends, and the key factors driving delays. As part of its Digital Housing Transformation Programme, the council wants to review the current repair journey, understand the challenges affecting service delivery and identify opportunities to improve the experience for both residents and staff. To support this initiative, the Business Analysis and Project Management teams have been engaged to work collaboratively. The Business Analysis team will investigate the current repair process, understand stakeholder needs, identify business challenges and Read more >>>