Case Study: Ocasa Homes Saved 262 Hours per Week With Netcall

Ocasa Homes aims to provide communities with a variety of rental homes, offering tenants freedom and flexibility.

Their portfolio of nearly 3,000 properties spans the Midlands, North, and South-East of England, with services ranging from space planning and market analysis to refurbishment, lettings management and maintenance.

Challenges

Founded in 2018 and rapidly expanding to 80 staff, Ocasa needed to document processes to centralize crucial information.

They initially used Visio but found it outdated and difficult to keep up to date, lacking essential features like audit logs. It was impractical for their growing needs.

It was essential to map processes to ensure their growing team was working effectively and consistently and to enable them to scale up to handle increasing onboarding of new tenants and properties.

Ocasa turned to Liberty Spark, our process improvement solution, to map processes, enable training and to identify and resolve practical improvements.

Solution

Ocasa focused on achieving key accreditations such as ISO and B Corp, both requiring robust process documentation.

These records also support compliance with social housing regulations, ensuring consistency as the organization grows.

This structured approach benefits tenants and investors alike, providing confidence in Ocasa’s organized and transparent operations.

Using Liberty Spark, Ocasa created a training academy to centralize videos, guides, and resources, making onboarding and development faster and more consistent. The Roles tool identifies individual training needs, ensuring the right materials reach the right people.

With Quantify, Spark’s analytics module, Ocasa measures time, effort, and cost across key processes – building accurate business cases and identifying automation opportunities. This data-driven insight has already saved around 262 hours per week in the lettings team alone.

Process mapping in Spark ensures clarity and consistency across all departments. Examples include:

• Check-out process: Quickly identifying and resolving process issues for a smoother tenant experience.
• Help desk and repairs: Prioritizing maintenance efficiently with clearly mapped workflows.
• Complaints handling: Following regulated frameworks to ensure transparency and fairness.

“Liberty Spark allows us to ensure that tenants experience smoother interactions at every touchpoint, with improved service quality and reduced errors.” – Astarday Lockett, Process Manager, Ocasa Homes.

The Result

• Operational efficiency: In the organization’s infancy, processes and activities are set up for optimum success
• Identify opportunities: Improvement and automation opportunities are spotted, making resource savings – in one instance saving 262 hours per week
• Improved oversight: Easier for processes to be reviewed and signed off by stakeholders and directors, who can see processes at a strategic level
• Consistency and standardization: Everyone follows the same procedures, mapped in the same way, enabling efficiency and avoiding confusion
• Feedback and improvement: Stakeholders can provide valuable feedback to redefine processes to better meet operational goals and address any gaps or inefficiencies that arise
• Roles and responsibilities: It’s easier to track who is responsible for different parts of the process and ensure effective distribution of tasks, understand workloads and organize training
• Processes align with operational goals: Crucially ensures that each process supports the overall mission and objectives.

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This post has been re-published by kind permission of Netcall - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson