We have launched a new place-based working (PBW) pilot in South Lichfield, that will improve services for 918 households.
The PBW model puts teams at the heart of the community, responding directly to local needs. This hands-on approach provides quicker issue resolution, stronger relationships, and a more proactive way of working. The success of the Lichfield pilot builds on our previous achievements in Staple Hill.
Helen Minchin, place team leader for South Lichfield, said: “Place-based working is already showing positive results. One of the key benefits is our ability to respond to local concerns in real time. By directly involving the locally based teams, like our gas team to address customers’ boiler issues or fast-tracking solutions for condensation and mould, we’re able to resolve problems quickly and reduce complaints.”
Customers have praised the speed at which issues are addressed, with one example being Franciscan View, where a meeting led to swift action on heating concerns. This proactive approach is transforming the way we interact with our customers, with increased satisfaction and a deeper connection to the communities we serve.
Mark Willis, Economist, explained how place-based working will continue to drive change: “By engaging with communities directly and understanding their concerns, we can create tailored solutions that have a real impact. Our work in Lichfield is just the beginning, and we’re committed to continuing to make the area a better place to live.”
We have begun collaborating with local councillors and businesses to drive lasting community improvements. One key focus is enhancing South Lichfield’s outdoor spaces by working with local stakeholders to ensure customers can make the most of them while exploring ideas to make these areas more welcoming. These partnerships highlight the impact of community-led projects, which are central to our vision for a stronger, more connected community.
Following the success of the South Lichfield and Staple Hill pilot, we are set to roll out the PBW model to more areas, continuing to prioritise resident well-being and strengthen local communities.