As Bromford Flagship moves in 2026 and prepares to extend our shift towards place we asked colleagues, customers and stakeholders what we’ve discovered over the past year.
Three Pilots: Three Things We’ve Learned
Cross-Functional Collaboration Solves Problems Faster
The pilots have proved that breaking down silos works. By moving away from functional working and bringing colleagues into a single geographic place team we have drastically improved communication and efficiency. The use of a simple Microsoft Teams chat has allowed colleagues who wouldn’t normally work together to solve issues instantly—such as an empty homes operative fixing a neighbour’s broken door while already on-site—rather than waiting for a formal job to be logged and scheduled for another engineer.
No "One-Size-Fits-All" Model Exists
We learned that different places require distinct approaches based on their unique geography and assets. While Staple Hill is a dense urban area benefiting from close physical proximity, Morton-in-Marsh and Stow-in-the-Wold are rural and spread out, with issues around connectivity and transport. Consequently, we cannot simply "lift and shift" the place model; we must use data and local insight to adapt. For example, the rural pilot required adding an Investment colleague to the core team to handle the specific challenges of the older stock, and older people, in the area.
It’s Not About More Resources, It’s About Better Connections A key learning is that place-based working does not require flooding an area with new colleagues or money; it is about utilising existing resources differently. The pilots are demonstrating that when colleagues know each other personally and understand each other's roles (e.g a planner shadowing a coach), they unlock hidden capacity.
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Top 3 Things Customers & Colleagues Told Us
"Fix the Small Stuff to Build Trust"
Customers told us that their priorities are often different from our strategic asset plans. While we might focus on long-term component replacements, residents care about immediate quality-of-life issues, like the lift that breaks down, overflowing bin chutes, or a park bench attracting anti-social behaviour. We have to meet our investment obligations, but must also balance them with what customers want to prioritise.
"Visible Presence Makes Us Feel Safe"
Customers have reported that seeing the same faces consistently—rather than a rotation of people —made them feel safer and valued. Residents mentioned that seeing colleagues around made them feel that the organisation was taking an interest in them personally. One resident noted that knowing the team meant they no longer felt alone with their issues.
"Direct Access Removes Frustration"
Colleagues told us that the new way of working significantly reduced their stress and improved job satisfaction. They highlighted the relief of having direct access to planners and repair teams without sitting in a queue or not knowing who to go to. They described the new dynamic as "magic," noting that they felt more supported and less isolated because help was often just a message away.
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Top 3 Things Key Stakeholders Have Said
"People Want to Help, But Don't Know How"
Stakeholders highlighted that there is often a surplus of support for people that goes untapped, such as free school uniforms or second language classes. Our place based teams working alongside local authority partners have more presence on the ground and can connect these residents with the resources they need.
"You hold the key to the doors we cannot open"
Partners in the Health and DWP sectors have emphasised that while they often "hover over a community," Bromford Flagship has the unique ability to "get in the door". Stakeholders told us that they struggle to reach specific residents regarding unemployment or health interventions because they lack trust or access. Our place-based teams can reach the parts that others cannot.
"We have the services, if you have the space"
Local authority stakeholders have told us they often have funded initiatives ready to go but lack the venues or direct access to residents to deliver them. In South Lichfield, the District Council’s Health and Wellbeing Manager told us she had a "Golden Lives" programme (free activities like Tai Chi) but needed a location. By simply connecting her with our underutilised communal lounge at Franciscan View, we unlocked a free service for our customers without spending a penny of our own budget.
Want to know more? On Friday 19th December at 12.00pm- 12.45pm the Place Teams are hosting a look back at 2025 and sharing some of their highlights. You can register via this link