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Raven Housing achieving transformational service improvements with More IQ

Raven Housing Trust is a registered social housing provider that owns and manages approximately 7,000 homes across the south east. 

The problem 

Raven Housing Trust was already using a scheduling solution within its Microsoft D365 technology stack, but the functionality was rudimentary, merely allocating jobs rather than genuinely optimising them. This transactional approach wasn’t enough to drive the efficiencies Raven needed to truly improve service delivery for its tenants. 

Raven set out to find a partner that could move beyond basic job allocation and deliver real optimisation, a platform robust enough to support a resilient service both now and as future demands, such as changes to support Awaab’s Law, come into play. 

The solution 

Raven partnered with More IQ to implement a real-time reactive optimisation and scheduling solution, with no reliance on batch scheduling. The project covered Responsive Repairs, Voids, Estates, and Asset Management, kicking off in March 2024 and going live in July 2024. 

The new system transformed the tenant experience in several ways: 

  • Choice and flexibility: customers can now select flexible appointments while the field service team maintains operational efficiency 
  • Trust in service: functionality extended through the customer portal has driven a higher number of self-service transactions, increasing customer trust in the service 
  • Digital interaction: a modern infrastructure lets customers arrange appointments faster, including real-time online bookings 
  • Complex works management: for multi-day jobs or those involving multiple trades and dependencies, the algorithm improves coordination and communication, with customers informed immediately of any knock-on effects from updates or changes 

The outcome 

The shift from transactional scheduling to genuine optimisation delivered measurable results for Raven: 

  • 26% increase in works order completions 
  • 40% reduction in works in progress 
  • 45% reduction in lead times 

Faster service delivery and reduced backlog 

  • Average completion time for works reduced from 27 days to 15 days 
  • Backlog (work in progress) cut from 2,500 jobs to 1,500 jobs 
  • The 26% increase in completed works orders allowed Raven’s DLO to absorb a 13% increase in demand without additional hires or increased sub-contractor spend 

Higher satisfaction and fewer complaints 

  • A significant reduction in complaints since go-live, notable because repairs typically generate more complaints than any other housing function 
  • Customer satisfaction with repairs rose from 78.6% to 83.5% 
  • Satisfaction with the time taken to complete the most recent repair rose from 78.2% to 86.2% 

By partnering with More IQ to integrate a best-of-breed optimisation solution, Raven Housing Trust achieved a dramatic improvement in service. The organisation now has a resilient operation capable of dealing with future challenges, ensuring safe and secure homes and communities for its customers, demonstrating that real optimisation delivers value well beyond mere scheduling transactions.