Innovation & Improvement
With continual economic, regulatory and technological developments, businesses must future-proof themselves. This can involve reimagining why you exist, what you do and how you do it. Uncertainty highlights the importance of reshaping operating models, building in flexibility and innovation, and cultivating new customer relationships.
A particular CT strength is in business performance. This encompasses value for money, ICT strategy, options appraisals, service reviews, culture mapping, competency frameworks and appraisal processes.
We also advise on organisational structure, culture, reward and engagement, equal pay reviews, disciplinary and grievance matters.
Our improvement work spans everything from operations to finance, housing and asset management, from procurement to leaseholder services, human resources and corporate services.
What our clients say
One Housing was going through a period of change and transformation. At the start of the process we wanted to gain some good intelligence about our people – their values and their views of us. We worked with Campbell Tickell to carry out a CultureScan. The work gave us vital insights into how the organisation really works – as opposed to how we thought it did. It highlighted real strengths for us to work with; for example that many staff valued and recognised our commitment to diversity and this was a key part of their work experience. But we also found challenges – our commitment to empowering frontline managers, for example, was not a reality to many, who felt decision making was slow. The scan gave us a better sense of our overall culture, and also identified the pockets where local cultures were different. Perhaps most importantly, it gave us a strong sense of what we need to do to create the vibrant, focused, fun culture that we aim for.
Extremely accessible team who provide a high support high challenge approach to their work. Extremely knowledgeable about their field of work inspiring confidence with their recommendations
St Mungo’s had been through significant changes from 2015-2017: processes, people, policies, trustees. We’d even changed our branding – twice! But when asked the question ‘How has your culture changed?’ – we were unable to provide an answer. Campbell Tickell worked with us on a short time frame on a bespoke package, including questionnaires, focus groups and structured interviews. They involved managers, front line staff, commissioners and other key stakeholders to identify in a clear but meaningful way how much our culture had changed (24% on average). Most importantly CT left us with a tool to measure that change going forward, which we will use every two years. This work not only meant we could demonstrate the positive effects of our changes externally, including to regulators, but also brought together people internally as they realised how much the positive effects of their hard work had impacted on the St Mungo’s culture.
High quality work, lots of engagement throughout the project. very knowledgeable, and very good meeting facilitation. All work completed to time and to a good standard.
In preparation for the introduction of the Homelessness Reduction Act and our Early Adopter Homelessness Prevention Trailblazer pilot (funded by the CLG), we commissioned Campbell Tickell to undertake a review of our homeless hostels for single people and temporary accommodation for homeless families, with a view to make best use of limited resources. Liz Zacharias and Karen Patten conducted the review sensitively and professionally and gave us well thought-out options for improving the pathway for homeless people in Southwark. They listened to us and understood the range of stakeholder requirements. They delivered a first class report and platform for going forward.
I would like to take this opportunity to say thank you to you, to Niku and to all the consultants who have helped us prepare for inspection. There is no doubt CT have added an enormous amount of value to the process and helped keep us sane at the same time! Fantastic job, we couldn’t really have asked for more.
Niku Mawby and Zaidee O’Dell have a wealth of practical experience and have added significant value in all the areas where they have worked with Victory Housing Trust. This work has included supporting our Road to Excellence service improvement project and providing ‘hands on’ Audit Commission Inspection support. At the end of the day the proof is in the pudding and Niku and Zaidee have delivered exactly what we needed, when we needed it – a responsive, professional, value adding service, delivered to challenging timescales.
Ben Wilson was such a hit with the Management Committee last time that he is our first choice to facilitate this next away day!
Campbell Tickell provided a helpful and professional service. Both Niku Mawby and Alan Crowder were an excellent resource of knowledge and expertise in caretaking services. The report they produced was honest and useful in the process of trying to introduce new and more effective ways of working and indeed went beyond our brief by suggesting further improvements . I wouldn’t hesitate to recommend them to any other organisation.
I am exceptionally pleased with both the quality and professionalism of Niku’s work. That alone would earn plaudits, but when you add the exceptional commitment she has shown I cannot praise her more highly. Niku has helped to harness fierce determination within the team and the transformation is incredible. The net result is that we have received a superb exemplary service.
Penny Farrar from CT was great. She really enhanced our awayday and provided just the kind of role I’d envisaged. I was really pleased. In particular I was impressed as to how she managed to pick up and understand very quickly and easily what we were talking about (given that a lot of it was technical, jargon etc). So – in a nutshell, great value and met all my expectations!”
We engaged Campbell Tickell to undertake some facilitation and review work with our Board of Management in 2015. This work included interviewing all Board members, and then facilitating a Board workshop on effective modern governance within a bilingual work environment, which resulted in the delivery of a clear outcome report with recommendations on Board member recruitment and training, Board agenda structure and a refocus on strategic issues and emerging sector risks.
This work was delivered on time and within budget, and assisted the Board and the Executive Team in reviewing the strategic governance and accountability of this large scale stock transfer association at a pivotal point at the end of its first five years. We definitely gained from the experience which James and his team brought to the workshop, and their honest and challenging approach was effective in moving the Association’s governance thinking forward.
Alistair’s work to develop our new service model was excellent and I wanted to feed this back to you. He has led the wider project team in pulling together our concept and created a solid/deliverable proposition which has achieved the support of our Board. Everyone at Thrive has really enjoyed working with him, please pass on my thanks.
Over the period of time that Saffron had a G2 regulatory rating, CT supported us to identify areas that we need to improve and helped us to make those positive changes. They also provided us with guidance on how to relay these improvements to the HCA so that we are able to regain a G1 rating. We are grateful for their support during this time.
We have been really impressed with Tony Baines and would like to say thank you for his flexible approach, proactive suggestions and the way he has certainly delivered beyond what we were expecting. The report is really useful, particularly the recommendations which will be helpful in engaging our Board and senior team. The process has definitely helped us select the appropriate quality award, and the workshops and support from Tony helped demystify ISO for staff.
CT did a great job of reviewing BHT’s approach to and use of Information Systems. Alistair Sharpe-Neil provided valuable insight and gave our executive and board confidence developing a roadmap of activities and initiatives which will improve services, operational efficiency and outcomes for our service users.
Hastoe has benefited considerably from Niku Mawby’s depth of experience on equality and diversity issues and the manner in which she has skillfully tailored the delivery to meet the needs of people across the organisation, from Board members to customer facing staff such as caretakers. Niku’s training was highly motivational and, importantly, seen to be relevant and worthwhile for the business. One example feedback comment is: ‘Excellent – the approach was refreshing and stimulating.
Our Board away day was transformed thanks to James Tickell’s excellent contribution.
James Tickell opened the National Housing Maintenance Forum conference in January 2011 by looking at the policies of the new Coalition government and their likely affect on social housing. He gave a witty and incisive analysis of the changes we can expect, explaining the thinking that lies behind them, and the impact they might have. His presentation was very well received by an audience of maintenance managers, and the contractors and consultants that they work with. It was sympathetic to their concerns, and clear about the challenges and opportunities they are likely to face.
I wanted to take this opportunity to thank you; on behalf of the Board of Arhag for facilitating a productive and successful strategic planning day. I found the event most useful in shaping our future direction and liked the ease with which you were able to tease out the essence of the day’s objectives. I look forward to the next phase of our development and hope that the work you have done with us will go a long way into the future and history of Arhag.
Innovation and Improvement news
November 5, 2019
October 17, 2019
October 16, 2019
October 8, 2019