L&Q, one of the largest housing associations in the UK, has embarked on a journey to revolutionise its WFM practices, resulting in significant improvements in both customer satisfaction and employee engagement. In this blog post, L&Q share their transformation and the lessons other housing associations can learn from their success.

L&Q manages over 105,000 homes across London, the Southeast, and Northwest England, serving around 250,000 people. With such a large and diverse customer base, and amidst rent caps, inflation, and a housing crisis, L&Q needed a WFM solution that would allow them to optimise forecasting and scheduling to efficiently manage resources amidst fluctuating demands, ensuring timely repair responses and first fixes crucial for tenant satisfaction and regulatory compliance.

Kim Baker, Head of Operational Support Services at L&Q in a highlighted the initial challenges: “Back in 2019, We had a really outdated approach to workforce planning within our contact centre. We mostly used spreadsheets, and didn’t have the ability to forecast what our demand was going to be effectively from the customers.”

The limitations of their previous WFM system made it difficult to accurately forecast call volumes or efficiently allocate resources, leading to longer wait times and inconsistent customer experiences. With over 280+ contact centre agents working on a hybrid agile basis, L&Q recognised the need for a more robust solution, L&Q turned to Calabrio, a leading WFM provider, to modernise their approach. Having used Calabrio before at a previous organisation, Kim praises how she has always felt that “Calabrio’s forecasting scenario ability gives is much better than what other it surpasses other WFM suppliers.”

L&Q’s decision to partner with Calabrio and Business Systems marked a turning point in their WFM journey. Initially, the transition wasn’t without its challenges. L&Q had originally sourced Calabrio through a different supplier and was in contract with them for three years, but moved over to Business Systems as they found the previous provider lacking in communication and contact. As Kim had experience of Calabrio, she knew what the system was capable of. Business Systems’ regular contact with L&Q allowed them to fully leverage the capabilities of Calabrio, optimising their workforce planning and improving their ability to meet customer demand.

“Since moving over to Business Systems we’ve seen a significant improvement in the support that we’ve had. From zero contact in three years to quarterly business reviews, a support network if we ever have any issues with the product has been a game changer,” explains Kim.

One of the most significant outcomes of L&Q’s WFM transformation has been the improvement in both customer and employee satisfaction. With better forecasting and scheduling tools, L&Q has been able to reduce wait times and ensure that customers are connected with the right advisors at the right time.

“Our customers tell us all the time in feedback and in forums that they’re actually happy to wait to speak to us as long as we get it right on the first contact,” Kim explained. By focusing on first-contact resolution and recognising customer vulnerabilities, L&Q has been able to prioritise quality interactions over simply reducing call times.

The introduction of preference-based scheduling has also had a positive impact on L&Q’s workforce. This feature allows agents to have greater control over their schedules, leading to higher job satisfaction. “Shifts were a main source of dissatisfaction for our agents,” Kim noted. “Now, with preference-based scheduling, this issue no longer comes up, and we’re receiving positive feedback.”

As L&Q looks to the future, the organisation is preparing to embrace digital transformation while continuing to cater to the diverse needs of its customers. While traditional phone calls remain the most popular form of contact, L&Q is exploring digital channels and self-service options to better serve its residents.

“We’re working on improving our internal systems, such as our CRM and repair booking systems, to move more towards self-service in the next couple of years,” said Kim. “But we acknowledge that a large proportion of our customers have a vulnerability, or a service adjustment need that requires a personal touch.”

By carefully balancing the introduction of new technologies with the need for personalised service, L&Q is positioning itself to meet the evolving demands of its customer base.

L&Q’s journey offers valuable insights for other housing associations looking to improve their WFM practices:

1. Define your objectives: L&Q’s success was rooted in clearly understanding what they needed from a WFM system—accurate forecasting, improved scheduling, and enhanced agent satisfaction.

2. Choose the right partner: The shift to Business Systems was crucial for L&Q, providing the support and expertise needed to fully utilise their WFM solution.

3. Prioritise employee engagement: By implementing preference-based scheduling, L&Q addressed a major source of employee dissatisfaction, leading to a happier and more productive workforce.

4. Plan for the future: L&Q is preparing for a shift towards digital and self-service channels, ensuring they are equipped to handle changing customer behaviours while maintaining high service standards.

L&Q’s transformation of its workforce management strategy is a testament to the power of strategic partnerships and modern technology. By embracing a more sophisticated WFM solution and focusing on both customer and employee satisfaction, L&Q has positioned itself as a leader in the housing association sector. As the industry continues to evolve, L&Q’s experience provides a valuable roadmap for other organisations seeking to enhance their operations and better serve their communities.