Case Study: Lewisham Homes cuts wait times and boosts customer satisfaction with ACF Technologies' Q-Flow

Lewisham Homes Improves Housing for Non-Profit in the United Kingdom with Q-Flow

Lewisham Homes, a not-for-profit managing 19,000 homes in the London borough, faced high footfall and long queues at its Old Town Hall walk-in service centre that affected customer experience and put pressure on staff. They engaged ACF Technologies to solve this using ACF’s Queue Management solution built on the Q-Flow platform.

ACF Technologies installed welcome kiosks with printed tickets, branded digital signage, a web-based staff interface and locally hosted Q-Flow, and provided training and ongoing support. The solution delivered real-time queue visibility and reporting, allowing managers to rebalance queues and staff to call customers faster—resulting in reduced average wait times, higher customer satisfaction, improved staff performance and clearer operational insights for Lewisham Homes.

Lewisham Homes

Faye Agbalaya

Head of Income & Tenancy Support