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Welcome to our ninth review, Speed of Re-Let Process
The Scrutiny Panel selected the speed of the re-let process as a key area for review following on from a joint away day with the Customer Assurance committee. Long re-let times not only delay access to homes for those in need but also result in lost rent and wasted resources.
This review aims to assess how efficiently Citizen re-lets its empty homes, compare current performance to sector standards, and make practical recommendations for improvement.
What is the Re-let Process?
The period between a tenant vacating a property and a new tenant moving in is a critical component of housing management. Reducing the time taken to re-let properties improves revenue flow, reduces void rent loss, and ensures timely access to housing for those in need. This project aims to analyse, benchmark, and improve the speed and efficiency of the re-let process.
To help us carry out the review the Scrutiny Panel will look at the following:
Data Collection:
Review historical letting records over a 3-month period and compare with previous years.
Segment data by property type, location, and void reason.
Process Mapping:
Understanding the end-to-end re-let process, including notice, inspections, repairs, marketing, and offer acceptance.
Gap Analysis:
Identify where delays most frequently occur (e.g. repairs, offer refusals, administrative lags).
Benchmarking:
Compare internal data with regional and national performance indicators (e.g., Housemark, local council reports).
Stakeholder Interviews:
Engage with lettings officers, repairs teams, and customers who have recently signed for a property to understand lived experience.
The Scrutiny Panel will then meet to look at the research findings and make their recommendations to present to the management teams and back to the Customer Assurance Committee for approval.
Welcome to our ninth review, Speed of Re-Let Process
The Scrutiny Panel selected the speed of the re-let process as a key area for review following on from a joint away day with the Customer Assurance committee. Long re-let times not only delay access to homes for those in need but also result in lost rent and wasted resources.
This review aims to assess how efficiently Citizen re-lets its empty homes, compare current performance to sector standards, and make practical recommendations for improvement.
What is the Re-let Process?
The period between a tenant vacating a property and a new tenant moving in is a critical component of housing management. Reducing the time taken to re-let properties improves revenue flow, reduces void rent loss, and ensures timely access to housing for those in need. This project aims to analyse, benchmark, and improve the speed and efficiency of the re-let process.
To help us carry out the review the Scrutiny Panel will look at the following:
Data Collection:
Review historical letting records over a 3-month period and compare with previous years.
Segment data by property type, location, and void reason.
Process Mapping:
Understanding the end-to-end re-let process, including notice, inspections, repairs, marketing, and offer acceptance.
Gap Analysis:
Identify where delays most frequently occur (e.g. repairs, offer refusals, administrative lags).
Benchmarking:
Compare internal data with regional and national performance indicators (e.g., Housemark, local council reports).
Stakeholder Interviews:
Engage with lettings officers, repairs teams, and customers who have recently signed for a property to understand lived experience.
The Scrutiny Panel will then meet to look at the research findings and make their recommendations to present to the management teams and back to the Customer Assurance Committee for approval.
