As Wigan and Leigh Building Services (WLBS) responds to increasing regulatory requirements, including Awaab's Law and the Building Safety Framework, Tom Rigby and the Operational team launched a pilot to explore new ways of working. By giving teams ownership of both void properties and day-to-day repairs within a local area, the trial aims to improve efficiency, strengthen accountability and create clearer ownership across service delivery. The new approach streamlines work allocation, supports more effective planning and monitoring, and enables teams to respond more quickly to the needs of residents.
Tom said: “The pilot has given us greater ownership of the work we deliver within our area. By managing both voids and day-to-day repairs locally, we are able to respond more quickly, build better knowledge of our neighbourhoods, and work together more effectively as a team. It has challenged us to think differently and identify new ways to improve the service for residents.”
The pilot has strengthened the connection between operational teams and the communities they serve. Residents benefit from a more responsive service, improved continuity and teams with a deeper understanding of local housing and neighbourhood issues. The approach has also encouraged collaboration, innovation and shared problem-solving across WLBS, helping teams identify issues earlier and improve the overall customer experience.
By reducing travel time and improving how work is allocated, the pilot has the potential to increase productivity and make better use of resources. It also provides valuable insight into how services can be designed to meet future challenges and regulatory requirements.
Without this relational approach, opportunities to improve efficiency, strengthen local ownership and shape future service improvements may have been missed. Instead, the pilot demonstrates how relational working can empower frontline teams, build stronger connections to neighbourhoods and create the conditions for innovation, continuous learning and better outcomes for residents.