Case Study: London Borough of Southwark improves referral speed and service delivery with Capita One

London Borough of Southwark - Customer Case Study

London Borough of Southwark, an inner-city local authority, needed a more efficient way to commission services and refer vulnerable people to supported housing providers. Its Referral Assessment and Resettlement team was managing around 70 projects and more than 1,100 units of short-term accommodation using paper-based processes and spreadsheets, which created delays, duplication, and administrative burden. Southwark worked with Capita One, using the Sharp product (now Capita Support), to replace these manual methods with a more effective system.

Capita One implemented a web-based shared system that lets providers update vacancies directly and enables the RARS team to match clients to suitable support in seconds. The result was faster referrals, reduced paperwork, better case histories and performance data, and improved planning insight. Measurable impact included vacancy turnaround at one large hostel falling from 5-6 days to 2-3 days, while vacancies could now appear on the system in seconds rather than days.

London Borough of Southwark

Jonathan Lillistone

Manager of Southwark’s Supporting People Business Unit