Case Study: Home Group achieves £220,000 savings and a 67% cut in new-employee training time with Nintex

Nintex keeps Home Group focused on its customers

Home Group is a UK social enterprise and charity that provides housing and support services to tens of thousands of tenants. Faced with call centre inefficiencies, non‑specialist staff risked sending incorrect repair orders and triggering unnecessary contractor visits, while new‑employee training relied on lengthy face‑to‑face sessions.

Partnering with TSG, Home Group deployed a SharePoint‑based knowledge hub using Nintex Forms and Workflows to guide agents through scripted questions, automate booking and logging, and integrate with contractor calendars. The result: training time dropped from one month to 10 days (≈67% reduction), dispatch errors fell to under 3%, first‑time fixes increased, and the programme is on track to save about £220,000 in its first year.

Home Group

Donna Middleton

Director of Customer Experience