On the ground: Regeneration schemes and gradual decants – build and flex

Last month our Director of Services, Mark Ackroyd, explained how we put in place the right support for regeneration schemes and other long, gradual decant programmes. In that first piece, he explained how we like to understand the properties, project and community to deliver a tailored service.  In this follow-up, he explains how tailored workflows and a flexible long-term approach can help our clients to achieve their goals.

Build a workflow that fits around the client

Our careful up-front research gives us a strong chance to hit the ground running in a regeneration or decant project. As well as giving us useful knowledge and a tailored model, we have already engaged in great conversations with our new clients, which helps us to establish working relationships quickly when the work starts.

Part of this preparation is about the detailed work of designing procedures and workflows that fit around our client’s existing operations and teams. This is key to the success of regeneration or decant projects. We need to be able to receive, manage and return properties to the client in a way that fits with their resources and needs.

At an operational level, this means understanding how the client wants to prepare and handle properties before handing them over to us. This usually involves agreeing a clear specification for the client’s voids or maintenance teams to follow. This will cover familiar areas such as:

  • Gas and electrical compliance
  • Clearance
  • Key cutting and locks
  • Fire safety systems

Some clients will do significant work and others will do none – this varies according to each client’s compliance needs, budgets and operational priorities. Our work needs to fit around the agreed specification, filling the gaps and ensuring that the property handover process is smooth and efficient. Getting this ‘recipe’ right is a key step – it gives our clients certainty about their own workflow, it allows us to make detailed plans, and it gives us an insight into the unique pressures and preferences of a new organisation or team.

Beyond that, we will also put in place the tracking, reporting, administrative and compliance elements of our service so that each client can access the right service and the right information in a way that works for them.

As well as the obvious property management issues, each client’s way of working needs to be accommodated. This is not just about ‘receiving’ properties, but also to their ongoing management and maintenance.

  • How are utilities handled and how should we transfer those services effectively?
  • Do operational staff prefer to share documents in paper form, by email or by using shared online drives and documents?
  • Do the client’s teams want us on site so that we can react to a flexible timetable? Or do they want a more structured approach with fixed schedules?
  • Do clients want us to liaise directly with their contractors and suppliers? Or should we work directly via the client’s own representatives?
  • Does the client have specific policy or practical requirements around anniversary or repeat compliance checks?
  • Are there particular elements of housekeeping or maintenance that are particularly important for the client? Perhaps one area or block needs special attention?

These are just some of the factors that we consider, and although this seems like a lot of detail, we are able to get ‘under the hood’ of these requirements quickly by combining our wide experience with good quality client conversations.  We have our own standards for high quality guardians and well-managed housing, and we understand how those can be delivered in a wide variety of operational contexts. We love the challenge of moulding our service so that we become a flexible and low-hassle part of each client’s toolkit.

A lot of this is worked out at the proposal stage before a contract starts, but detailed process-building continues after we are on the ground and working closely together with clients. We like to build high quality relationships with both decision-makers and operational staff within our client organisations. This allows us to respond intelligently and quickly, to find efficiencies, and to pre-empt risks and difficulties. 

Flex and change with the project

Regeneration and decant programmes can change and evolve significantly over time. Our detailed planning is not just about what a client needs now, but also about what could change in the future, and our experience helps us to understand how our service may need to adapt.

We are typically prepared for the changes in size, pace and structure that could affect us, but we are also used to responding flexibly to unforeseen issues. By working collaboratively with our clients, we constantly review the outlook and risks for each project, and we are ready to adjust plans rapidly if needed.

This could mean tweaking a compliance policy to address an area of risk, or overhauling our entire contract to take on a new range of responsibilities. We often have insights and ideas from previous work that will help us and our clients to navigate changes. Although the details of every project will vary, there are common challenges that we are used to addressing:

  • Delays that mean old buildings are kept in use for longer
  • Changes in financial or political priorities meaning that the speed or scale of our work changes quickly or that previous decisions about properties need to be reversed
  • Changes to other suppliers that affect teams, workflows and responsibilities
  • Policy or legislative changes requiring us to evolve alongside our clients
  • Issues or crises in the local area that require us to change the focus of our social impact, resident liaison or other work

These are just a few examples of the issues that we have tackled with clients in the past. Because we can draw on insights from multiple projects and organisations, we can be a useful source of stability and knowledge for teams facing new phases or transitions in their major programmes.  An important part of our approach is that we structure our service to be effective throughout the lifetime of a project, with in-built flexibility and resilience, and a commitment to long-term outcomes.

Working sensitively to support regeneration programmes or the decant of multiple properties has always been a core part of Dot Dot Dot’s work. This experience informs every part of our operations, and we take pride in supporting clients in a tailored way through their most challenging and important programmes. 

 

If you would like to find out more about how we could work with you on a new or existing project, contact us at partnerships@dotdotdotproperty.com