Case Study: Wigan and Leigh Housing achieves 99.8% customer satisfaction and a 12% boost in workforce efficiency with Kirona

Delivering 99.8% customer satisfaction whilst increasing workforce efficiency by 12%

Wigan & Leigh Homes, a non-profit social housing provider and landlord of 80 properties, struggled with inefficient estate maintenance and scheduling: planners had no visibility of caretakers’ locations or productivity, staff relied on manual timesheets and office visits, and customer-facing officers lacked a holistic tenant view. To address this, they extended Kirona’s DRS Scheduler—already used for repairs—to estate management and mobile working across teams.

Kirona deployed DRS Scheduler with handheld devices for 23 caretakers and mobile roll-out for 30 Rent Officers, giving planners real‑time location and job-status visibility and enabling geographic appointment grouping. The result: a 12% improvement in workforce productivity, 99.8% customer satisfaction on repairs, reduced mileage, more appointments completed per day, and enough efficiency gains that fewer caretakers were required.

Wigan and Leigh Housing

Elaine Pierce

IT Manager