LiveWest
Transforming service charge management at scale.
One of the largest housing associations in the South West, managing over 40,000 homes across the region — and how they eliminated thousands of manual hours with Service Charges Hub.
40,000+
Homes managed
5,000+
Manual hours eliminated
The Challenge
Prior to implementation, LiveWest's service charge operations were largely manual. Although a service charge module existed within the organisation's housing management system, the complexity of its import function meant that manual data entry was, in practice, more efficient.
At year end, a team of ten staff worked full-time for a period of three months — equating to approximately 5,000 hours — solely to input actuals and estimates in readiness for issuing annual statements. Budget monitoring was conducted via spreadsheet, with no capability for real-time visibility.
5,000 hours per year
A team of ten staff working full-time for three months at year-end — just to input actuals and estimates for annual statements.
The Solution
LiveWest deployed Service Charges Hub as an overlay solution during a period of significant organisational change, including a forthcoming merger. The minimal IT overhead and streamlined implementation process were key factors in securing internal approval. Service Charges Hub's ability to sit alongside existing systems — rather than requiring a wholesale replacement — meant the project could move quickly without disrupting live operations.
Deployed during a merger
Minimal IT overhead and a streamlined implementation process allowed LiveWest to go live even during a period of significant organisational change.
The Results
- Manual data entry eliminated across the team
- Real-time budget monitoring replacing annual spreadsheets
- Improved scrutiny of both fixed and variable charges
- Redesigned customer-friendly leaseholder statements
- Logic-based estimates module introduced
- Full audit trail supporting LAFRA readiness
"The Service Charge Hub has fundamentally changed how we manage service charges — moving from a reactive, manual process to a proactive, data-driven operation."
Organisation Snapshot
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