Lichfield District Council Transforms Housing Allocations with MRI – Achieving a 69% Reduction in the Housing Register
Overview
In 2021, Lichfield District Council replaced its housing register and choice-based lettings platform with MRI Allocations, part of the MRI Housing Options solution set. The goal was to enhance the customer experience, minimise administrative workload, and maximise available housing stock.
Three years later, the results have been transformational. By automating manual processes and improving self-service options, the council has achieved a 69% reduction in its housing register while significantly improving efficiency and customer satisfaction.
The Challenge
With 1,578 households on the housing register, the council faced significant challenges:
- Slow, manual processes – leading to delays in housing allocations.
- Limited visibility for applicants – increasing call volumes and frustration.
- Delays in shortlisting and advertising – extending void periods.
- High administrative workload for officers – reducing time for applicant support.
- Ineligible applicants remaining on the register – slowing down allocations.
The Solution:
To address these issues, Lichfield District Council implemented MRI Allocations, a cloud-based SaaS solution to manage their housing register, advertise and allocate properties (Choice Based Lettings (CBL) or Nominations) according to their allocation policies.
Key Features & Benefits
- Self-Service Customer Portal – Applicants can track applications, upload documents, and manage updates online, reducing council enquiries.
- Automated Shortlisting & Documentation – Auto-generates letters, closes incomplete applications and reduces manual admin.
- Approved Provider Access – Housing associations can self-serve and upload property adverts directly, cutting delays.
- Customised Application Forms – Ensures only qualified applicants remain on the register, eliminating self-verification issues.
- Enhanced Advertising – Professional-looking property adverts with area details (schools, transport, amenities) increase applicant engagement.
- Improved Reporting & Insights – Real-time data helps officers manage demand, predict wait times, and inform future housing development.
The Impact: Transforming Housing Allocations
Since implementing MRI Allocations, Lichfield District Council has seen remarkable improvements in its housing allocation process:
- 69% Reduction in the housing register – from 1,578 to 490 applicants after filtering out ineligible applications.
- Ongoing live applications stabilised at 580, ensuring more efficient case management.
- Shorter void periods, enabling faster turnover and better utilisation of housing stock.
- Fewer customer enquiries, as self-service features improve transparency and ease frustration.
- Higher applicant satisfaction, as the new system offers an experience similar to platforms like Rightmove.
- More efficient Housing Officers, with reduced admin time to allow better support for applicants.
What Lichfield District Council Says
Beverley Dickinson-Gardener, Housing Options Project Officer
“MRI Allocations has helped the team reduce administration time for advertising and shortlisting, making processes much faster and reducing frustration among registered housing providers.”
“Our prospective customers are also much happier, as they can self-serve and manage their applications. Features like the interactive map allow applicants to immediately see available properties—giving them more choice and control over their housing options.”
A Digital Transformation
The system has revolutionised housing allocations by:
- Maximising resources and minimising repetitive tasks.
- Reducing void times through better applicant-property matching.
- Providing real-time applicant monitoring and data-driven insights.
“MRI Allocations is so easy to use that we can now allow our approved providers to self-serve and upload their property adverts – saving the Lichfield team a lot of time.”
“The reporting functionality allows us to give applicants more realistic wait time information and helps us plan future housing developments based on real demand data.”
Conclusion
With MRI Allocations, Lichfield District Council has successfully transformed its housing allocation process, achieving greater efficiency, reduced pressure on housing officers, and enhanced customer satisfaction.
By embracing automation and self-service, the council is now better equipped to meet growing demand, ensuring that more families can find homes faster and more easily.
“We collaborate closely with the MRI team and see our relationship as a true partnership. By working together, we hope to continue improving the lives of our residents and the communities in which they live.”
Want to Learn More?
Discover how MRI Allocations can help your organisation streamline housing allocations, improve efficiency, and enhance customer satisfaction.