Hostel Service Improvements

Service manager and service improvement lead in three Bromford Hotels

Initially the role was to hold the fort at 1 scheme for homeless young people in South Gloucestershire.

It became apparent that due to repeated manager turnover, ASB, police involvement and a potential transfer to a new organisation this was not going to be possible and an
improvement project was required.

Following successful completion of the Improvements for 2 projects in South Gloucestershire the request came to repeat the Improvements at a 105 unit Hostel in Aylesbury, also for Bromford.

Outcomes

In the South Gloucestershire Projects new processes and systems were implemented embedding consistency across the service. It was important to re-established stakeholder meetings to enable neighbours and commissioners to contribute to improvements being made, the head of commissioning at South Gloucestershire Council at the time stated “I attend a lot of meetings however this was the most interesting and informative meeting I have attended in a long while”.

An existing colleague was developed to manage the scheme, successful recruitment delivered new colleagues and a customer committee was created. The committee went on to hold numerous community events for the neighbours and volunteered at the local community centre.

In Aylesbury the requirements were to move from reactive working to a proactive approach, embed the coaching ethos of the organisation ands reduce evictions.

This was possible by utilising and focusing the exiting skills of the exceptional team at the scheme and streamlining their processes. Once implemented evictions were reduced and a new coaching commitment has been implemented to focus customers on making positive steps forward in their life.