Public Sector: Housing Concierge Operations

Over the autumn and winter of 2024, we analysed the housing concierge operation for a local authority seeking to consider and understand innovation opportunities, optimisation and re-procurement of the service, in part or whole.

We visited approximately 15 locations, housing in the region of 900-1000 leaseholders and tenants. The current service was delivering around 75,000 hours per annum, at an annual cost of £1.5m in 2024. This was projected to increase by at least 8% in 2025, and 5% year on year thereafter. The service was only partially subsidised and savings would benefit eligible tenants and leaseholders, through the reduction of service charges.

We wanted to ensure that we understood and recognised the residents concerns and views in our work, and collaborated with the Councils' communications team to survey the existing service. We also visited the public space surveillance control centre and engaged with intelligence and crime leads to ensure we understood local issues. Any changes to the service would also be covered by section 20 consultations.

Lewis Loveless, Director at SIACO said...

"The priority from the outset was to ensure the project could deliver a sustainable and affordable housing concierge service moving forward and we worked in partnership with our Principal Consultants, at the world's leading company delivering consultancy solutions for natural and built assets to do so".

On completion of our site visits, stakeholder engagement and wider analysis, we produced three strategic options for further consideration. We were proud to have identified opportunities for the Council to realise between £3.2m and £4.6m of savings and spend reduction over five years.