30 September 2005
Government targets are frustrating social landlords' attempts to improve customer service and increase efficiency, according to a study by the Northern Housing Consortium.
By adopting a customer-focused approach, three landlords in the north of England managed to cut repair times, reduce rent arrears and reallocate empty properties more rapidly.
But the study, funded by the Office of the Deputy Prime Minister and launched in Leeds on September 26, found that some performance indicators discouraged efficiency.
Tees Valley Housing Group, which piloted a new system for repairs, concluded that it was better to complete the work to the satisfaction of tenants rather than aim to meet targets for how quickly it responded to call-outs.
The study, which also involved Preston Council and Leeds South East Homes, an arm's-length management organisation, was based on the 'systems thinking' approach pioneered by car manufacturer Toyota.
John Seddon, managing director of Vanguard Consulting, which has developed the approach in the public sector, said he was disappointed that the study report did not identify targets as a key issue.
'If they don't drop the targets regime for those who have taken on systems thinking, ministers will take the performance of these organisations backwards,' he said.
PFsep2005
