Case Study: Selwood Housing achieves 30% faster ticket resolution with Freshservice

Selwood Housing reduces average ticket resolution times by 30% with Freshservice

Selwood Housing is a not-for-profit social enterprise in Wiltshire, UK, managing 5,000+ rental properties with a staff of around 300. The organization faced complex IT processes, an externally-hosted service desk, overcomplicated workflows and high ticket resolution times that left employees reluctant to use the system. Management formed a dedicated in-house team and sought a simple, configurable tool that could streamline multi-vendor interactions and enable proactive issue resolution.

After evaluating several options, Selwood chose Freshservice for its user-friendly UI, smart ticketing and multichannel integration. Implementing SLAs, workflows, and modules like Change Management, Asset Management and a CMDB boosted service-desk use, tripled ticket volume, and cut average resolution times by roughly 20–30%. IT team satisfaction rose 56%, Facilities also adopted the platform, and the company is moving toward a centralized, self-sustaining service model.

Selwood Housing

Mark Heyworth

Head of ICT