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To be more efficient and effective, the housing options service across the five Welsh Councils needed to be transformed to support the homeless prevention service.
Our systems thinking programme took a people-centred approach to change behaviour, enabling each council to understand customer demand, flow, and the causes of waste.
We helped all five Councils to achieve cashable savings approaching £250,000. 75% of requests were dealt with at first point of contact, with 150,000 sheets of paper saved through reduced form filling. Shared learning from the five pilot councils has been rolled out to other housing authorities.