One Housing Group

One Housing Group is a leading provider of housing, care and support across London and the South East, looking after 16,000+ homes. They have a DLO (Direct Labour Organisation) responsible for the maintenance of all their housing stock, which has been in operation since 2014.

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The challenge


One Housing Group came to Oneserve at the initial stage they were looking to become a DLO. Before this was up and running, they relied upon external suppliers to complete their works, however, due to poor visibility of their operations they soon realised a change needed to be made.

With such a large portfolio, One Housing recognised that they would need an effective way to help manage their workload, especially if they were to uncover efficiencies, so the decision was made to insource their maintenance work.

They had no previous experience of using a service management system, which meant they had no hard evidence of what they needed a service management system to achieve.

The solution


Using OJEU procurement procedures, One Housing went out to tender for a system to support their new in-house service.

They knew that once they had operatives working directly for them, control and visibility would be their top priorities.

Oneserve was chosen because of its competence in this area – 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

The results

End to end solution
Oneserve is a full scale solution, supporting One Housing from an 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, giving One Housing complete visibility of all their works. Data can therefore be accessed whenever One Housing needs it. For Gabriela, this is what makes Oneserve so effective:

“The scheduler enables us to see where an operative is and what work they have completed. Meanwhile, Oneserve stores data about every job. Through the analytics feature I can measure and monitor a vast amount of data, which is particularly useful for cost control.”

Intuitive system
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, based on the different roles in our organisation.”

Continual improvement
Due to the simplicity of Oneserve, the System Administrators are able to hone and improve the system themselves. 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 can ensure we are always using the system in the most efficient manner possible.”

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Complete visibility of their operatives’ work

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An incredibly streamlined and intuitive system

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A highly-expandable field service solution

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, based on the different roles in our organisation.

Gabriela Caldera-Cabral, System and Performance Manager - One Housing Group