When Grand Union Housing Group (recently rebranded as Amplius) set out to evolve their visiting-services model, they needed a partner who could design, deploy and support a scheduling system which felt as personal as their care.
By collaborating closely with our team, they not only launched on time but saw immediate benefits in staff efficiency, resident satisfaction and data-driven insight. Here is how we did it and what it has meant for growing in “the new Amplius way.”
The Challenge: Personal Care Meets Complex Logistics
Amplius manages dozens of supported-housing schemes across the region, each with unique visiting-service requirements:
- Diverse client needs: From one-to-one welfare checks to group community sessions.
- Variable schedules: Staff working across mornings, evenings and weekends.
- Manual processes: Paper-based rotas and ad-hoc phone calls led to double-bookings and last-minute changes.
Despite having the best intentions, their legacy system was not keeping pace with an expanding business model. Staff were spending more time coordinating visits than connecting with residents, and their leadership knew there had to be a better way.
The ECCO Approach: Collaborative, Empathetic, Agile
Rather than rolling out a one-size-fits-all tool, our team immersed in Amplius’s day-to-day rhythms:
- Deep-dive workshops – We ran facilitated sessions with team leaders, support workers and IT staff to map out every touchpoint in the visiting workflow.
- Prototype & feedback loops – Within two weeks, we had a working prototype. Frontline staff tested it in real scenarios, then fed back directly to our developers.
- Incremental rollout – By phasing the launch (starting with two pilot schemes) we ironed out the wrinkles before a full rollout, ensuring zero disruption to service.
- Ongoing support & training – We paired every staff member with a “super-user” guide and held weekly drop-in clinics during the first month of use.
The Outcome: A “Game Changer” in Their Words
“Just want to say a massive thank you to you and the team for supporting us so well and delivering such a brilliant product for our visiting service. It has been a game changer and I hope they continue to use the service as our business model evolves into the new Amplius way.”
Amplius Service Delivery Manager
Key benefits they have seen:
- 80% reduction in scheduling errors – Automated conflict-checks mean no more double-booked visits.
- 40% time savings – Teams reclaimed hours previously spent on paperwork and phone calls.
- Real-time dashboards – Managers can track upcoming visits, staff availability and resident feedback at a glance.
- Scalable foundation – As Amplius expands into new schemes and service lines, the system flexes without custom rebuilds.
What This Means for You
If you lead a service delivery in supported or social housing, you know that every visit matters for residents and your team’s morale alike. A scheduling platform which adapts to your workflow (not the other way around) can:
- Free up frontline staff to focus on people, not paperwork
- Provide managers with the visibility they need to make proactive decisions
- Scale seamlessly as your organisation grows or changes direction
At ECCO, we pair deep sector expertise with user-centric design to drive these outcomes without the usual implementation headaches.