A journey through essential improvements and modernisation


A private care provider, delivering supported living for vulnerable adults with physical and learning disabilities, sought help from ESG.

The client, a large organisation due to a succession of mergers and acquisitions, was operating without line of sight to its property portfolio.

It had no way of knowing the condition of its portfolio, yet held all of the responsibility:

  • Maintenance arrangements were disparate and inefficient
  • Property management systems were missing
  • Above all, the company was scoring ‘own goals’ by repeating mistakes on property up keep
  • At times of disposal, the costs of dilapidation was high in monetary term and it was severely damaging reputation


ESG took a phased approach to support this client, conducting an initial property audit, capturing business intelligence from key managers and records and sample site visits.

Analysis of the intelligence revealed a mix of systems, procedures and records. Site visits revealed a large variation in property conditions, some very sub-standard. An interim report provided recommendations which led to phase 2, based on our improvement plan.

We worked with the client on initial stages of a long-term improvement plan making improvements along the way.


We left the client on an improvement trajectory but having made positive results in the process, including:

  • Introduction of minimum standards in respect of: title, condition and compliance, and engagement with landlords and housing providers to meet and maintain them
  • Initiating the development of standard operating procedures
  • Re-configuring the administration arrangements to help balance workloads and deliver a more property focused service
  • Introducing IT management systems to support reactive and pre-planned maintenance
  • Changing the mix of in-house and out-sourced maintenance resources, securing substantial savings and improved performance
  • Provided a proposed organisational structure to ensure the improvements secured were sustained
  • Centralising the storage of essential business information
  • Securing substantial improvements in compliance though evidenced based reports on operational trends putting the organisation at risk