One Housing Group is a leading provider of housing, care and support across London and the South East. They have a DLO (Direct Labour Organisation) responsible for the maintenance of all the Association’s housing stock which has been in operation since 2014.
Before the DLO was up and running, One Housing relied upon external suppliers to complete the works. The decision was made to insource maintenance and One Housing subsequently recognised that they would need an effective way to help manage their workload.
Using OJEU procurement procedures, One Housing went out to tender for a system to support the new in-house service.
With no experience using a service management system, it was vital that One Housing selected a system
that would quickly and effectively support them as they transitioned to a DLO.
They knew that once they had operatives working directly for them, control and visibility would be top priorities for them. Oneserve was chosen because of its competence in this area and our scheduling capabilities were described as the winning element in the adoption of our solution.
“Oneserve has provided a stable platform upon which we could build our DLO. The software is easy to navigate and we have found efficiency savings on an ongoing basis.”
Gabriela Caldera-Cabral, System and Performance Manager - One Housing Group
End to end solution
Oneserve is a full scale solution supporting One Housing from the initial job request, all the way through to invoicing. This unified solution meant One Housing could focus on the development of their DLO, safe in the knowledge that their operations were fully supported. Gabriela Caldera-Cabral, the System and Performance Manager at One Housing, expands on this further, “With Oneserve in place we were able to focus on making our DLO a success. Oneserve supports us every step of the way from the beginning all the way through to costing. We staggered the insourcing of our work and Oneserve has supported us at each step, working effectively with all of our teams from voids, to gas to street works.”
Complete visibility Oneserve retains information from the entire job cycle which gives One Housing complete visibility of all their works. This visibility means that data can be accessed whenever One Housing needs it. For Gabriela this is what makes Oneserve so effective. She says, “The scheduler enables us to see where an operative is and what work they have completed. Meanwhile Oneserve stores data about every job and through the analytics feature I can measure and monitor a vast amount of data. For me, this is particularly useful for cost control.”
Oneserve is built with the user in mind making it very easy for new starters to get to grips with the system. Over 400 One Housing employees use Oneserve so it was vital that they could each learn the system quickly. Gabriela says, “When we have new employees they quickly get up to speed because Oneserve is easy to find your way around. To make this process even more straightforward, myself and my fellow System Administrators have created specific user guides that direct new starters to the specific functions and information they need for their different roles in our organisation.”
Due to the simplicity of Oneserve, the System Administrators are able to hone and improve the system themselves, without any external input. Gabriela explains, “We have complete control of the system because I can make configurations in the front end myself. But if there is ever something I’m not sure about, I have direct access to the Oneserve help desk. We also have regular ‘health checks’ with the Oneserve team which means I ensure we are always using the system in the most efficient manner.”
“Previously, One Housing had relied upon external suppliers to complete their work, which meant they had no hard evidence of what they needed a service management system to achieve. At Oneserve, we have a lot of experience working with housing associations and, as such, were able to guide and support One Housing throughout the process.”
Deborah Bertram, Client Success Manager - Oneserve