About Fitzroy
FitzRoy is a national charity supporting adults with learning disabilities, autism, and complex mental health needs. With over 1,800 staff supporting more than 800 individuals across England, FitzRoy provides essential, person-centred care within a tightly regulated sector. Behind the scenes, the IT team plays a vital role in connecting people, managing risk, and enabling responsive support across a complex, distributed environment.
The Challenge
Before implementing HaloITSM, FitzRoy was using TopDesk for IT support, alongside a patchwork of Excel spreadsheets and SharePoint lists to track assets and user information. The system lacked the flexibility and depth needed for a modern charity, making it difficult to work efficiently or collaborate across teams.
"There wasn’t very much functionality in TopDesk. We had separate spreadsheets and SharePoint lists… everything just sat very disparate across the IT team."
- Phil George, Head of IT
As a charity, FitzRoy needed a solution that was scalable, affordable, and easy to manage, something that could bring everything into one place, with clear pricing and no hidden costs.
The Solution
After seeking peer advice through the Charity IT Leaders group, one recommendation kept coming up: Halo.
"There were a lot of other charities using Halo… and we loved it. It seemed a very comprehensive product. All the modules were included, it wasn’t the case that you bought one bit and then had to pay extra for other little bits and pieces”
- Phil George, Head of IT
Halo was first rolled out to the IT team, immediately replacing fragmented tools with a single, centralised platform. Tickets, assets, and automation were all managed in one place, giving the team the structure and visibility they’d previously lacked.
With clearer SLAs and automatic routing, issues were resolved faster, with less back-and-forth. Users received quicker, more consistent support, and the team could stay ahead of demand.
Halo’s flexibility also made it easy to scale into other departments. The PBS Mental Health team began using it to track complex case communication, centralising updates between support workers, managers, and third parties like NHS Trusts. Having a clear audit trail reduced risk and improved continuity of care.
Halo’s API and Microsoft Intune integration enabled automation of key tasks, from generating security tickets to streamlining compliance checks and device retirement.
"The efficiency it brings into the team is brilliant. The team now has the time and capacity to respond to tickets, they’re not stuck doing various admin tasks.”
- Phil George, Head of IT
The Results
FitzRoy now operates with greater speed, confidence, and consistency across teams. IT is more responsive, other departments are empowered, and core processes have been streamlined.
- Average ticket resolution time is under 2 hours
- Customer satisfaction ratings have reached 97% excellent or good
- Routine admin tasks have been replaced with automation
- Halo now supports both internal operations and external-facing care workflows
"Halo’s been really supportive, genuinely one of the best organisations I’ve worked with from a SaaS point of view.”
- Phil George, Head of IT
From critical case communication to system-wide automation, Halo has helped FitzRoy reduce complexity and improve responsiveness, ensuring frontline teams have the tools they need to deliver outstanding care.