Nottingham City Homes: End to End Review of the Voids Process The organisation had to learn how to share information with itself and reorganise processes around the problems that voids, the time a property is left empty from when a tenant leaves and another one enters is significantly reduced, to raise performance and achieve efficiency improvements. With over 2000 voids per year, the process was slow, expensive and not providing tenants with the best possible customer experience. Bourton Group was brought in to focus on applying Lean principles, driving waste out of the system and creating a culture of Continuous Improvement and self-sufficiency. The challenge was complicated by the fact that our engagement was in a complex set of discretionary activities and service spread over nine key

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