Pilot delivers improved customer satisfaction, faster repairs, and stronger community relationships.

Bromford is marking the first anniversary of its place-based working pilot in Staple Hill, South Gloucestershire. Over the past year, this new way of working has led to higher customer satisfaction, quicker response times, and stronger relationships between colleagues and the community.

Launched in summer 2024 as part of Bromford’s 2023-2027 strategy to become a place-based organisation, the Staple Hill pilot brought together a team of 16 colleagues from across the business, including repairs, caretaking, lettings, neighbourhood coaching, and landscaping.

Instead of creating new roles or adding resource, the colleagues formed one dedicated place-based team focused solely on meeting the needs of customers in Staple Hill.

The area was chosen due to its high demand for housing services, social challenges, and diverse mix of housing stock, including high-rise flats, bungalows, and an independent living scheme.

By establishing a regular presence in the community, holding weekly team meetings, and using a dedicated Microsoft Teams channel to flag and resolve issues in real time, colleagues have been able to respond more quickly and build stronger connections with customers. 

If something comes in, I just drop it in the Teams chat and someone picks it up - sometimes within minutes. It’s the quickest way I’ve ever worked.

Laura Rogers

Operations Team Leader

Results after one year

  • open complaints halved over the past six months 

  • customer satisfaction reached 100% in the most recent survey 

  • first-time fix rates in repairs rose from the 40% range to between 70–80% 

  • customers report feeling safer and more supported due to a stronger, more visible local presence 


The pilot has also provided opportunities for colleagues to develop skills and take on additional responsibilities that directly support the community:

Andy Wilson, Multi-Skilled Engineer, has been completing his TETRA course while using a new electric van. He can now carry out complex repairs at height, from clearing gutters to replacing window hinges, without waiting for external support.

Richard Coles, Caretaker, trained in weed-spraying so he could manage overgrown areas when grounds maintenance teams were stretched. This improved the local environment and gave the team more flexibility to respond quickly.

These examples show how place-based working has enabled colleagues to use their skills, tools, and autonomy to make a greater impact locally. 

It’s not just better for customers - it’s better for us too. Meeting customers, being a bit silly at community events, and getting out on the patch beyond the normal work, that’s really brought us together as a team.

Angela Manson

Place Team Leader at Staple Hill

Next steps 


One of the pilot’s main outcomes has been stronger relationships, between colleagues, across services, and with customers. Seeing the same faces regularly has given customers confidence, trust, and reassurance that issues will be resolved.

Staple Hill is the first of four place-based pilots for Bromford. Learning from this first year is now shaping how the approach is being introduced in other areas, including South Lichfield and Moreton-in-Marsh.