Case Study: Sandwell Metropolitan Borough Council achieves streamlined processes, improved service levels and £32,000 annual savings with Kirona Work Hub

Sandwell Council streamlines processes & improves service with new work management system from Kirona

Sandwell Council, responsible for maintaining around 29,000 social housing properties across six towns and serving roughly 316,000 residents, was struggling with an unreliable back‑office system that caused crashes, duplicated paperwork, poor data trust and wasted staff time. The council — already using Kirona’s Dynamic Resource Scheduler (DRS) and Job Manager — engaged Kirona to deliver a new back‑office work management solution, choosing Kirona’s Work Hub to unify data and processes across contact centre advisors, planners, inspectors and mobile repair crews.

Kirona implemented Work Hub (integrated with DRS and Job Manager) to provide end‑to‑end workflow management, appointment booking, dynamic scheduling, mobile working, contractor and asset management, and customer engagement. The solution delivered real‑time, reliable data, reduced paperwork and travel, increased jobs completed per day, and improved tenant communications; service levels rose from 85% to 91%, no‑access rates for inspections fell below 10%, and the council saves about £32,000 annually — prompting plans to roll Work Hub out to other services.

Sandwell Metropolitan Borough Council

Ryan Davis

Senior Repairs Co-ordinator and Systems Officer