How Bromford is speeding up the move-in process for new customers

Last year, we significantly reduced the time it takes to get empty homes ready for new customers, from 54 days down to 30. This year, we’ve gone further still, with some months averaging just 24 days.

These improvements have been driven by better collaboration. Instead of working in separate teams, our lettings and empty homes colleagues now manage the whole process together. From inspection and repairs to decoration and final checks, they plan and prioritise as one team, making quicker decisions, avoiding delays and improving communication.

Every home is brought up to Bromford’s internal standard before a new customer moves in. That means safe, clean spaces with neutral walls, modern light fittings and where appropriate, white goods and carpets. Creating homes that feel ready to thrive in from day one.

Paul Barker, Head of Customer Homes Readiness said “What’s been most encouraging is the shared mindset. Everyone is pulling in the same direction for our customers, not just to hand over keys quickly, but to make sure every home feels safe, welcoming and ready for life to begin. It’s all about enabling people to thrive. And it’s great to see our customers agree too, with 95% telling us they were satisfied with the condition of their new home.”

Behind the scenes, shared planning sessions and joint governance helped ensure a single set of priorities, clear accountability and better use of resources. This replaced the old handover model with an integrated approach that delivers faster results and better outcomes.

As well as improving the customer experience, the quicker turnaround has reduced rental losses, which can be around £135 per week, per empty property. These savings are being reinvested into home quality and frontline services.

Now, we’re going further. By embedding our place-based approach into the empty homes process, we’re reducing wait times even more, matching homes faster with customers and strengthening community connections in the process.

In a sector where the average re-let time is 41 days*, this work shows what’s possible when we act together, enabling more people to thrive in homes they can be proud of.

Natalie Cartwright, Head of Lettings said “We understand that demand for social housing is at an all-time high, and we fully recognise the challenges this places on our local authority partners and other agencies supporting individuals and families in need of a home.

Our lettings team is deeply committed to working collaboratively with both internal colleagues and external partners. Through these strong partnerships, we’re able to offer a service that truly supports our customers - helping them find a home that not only meets their needs but also gives them the foundation to thrive”.

* Housemark. Monthly Pulse Report, May 2025.