United Response Transforms Its Print Estate with Toshiba, Saving Over 50% on Annual Costs

United Response is an established charity with an outstanding track record in supporting young people and adults with learning disabilities, autism, acquired brain injury, sensory impairments, and dementia. Founded in 1973 with a single service in West Sussex, the organisation now supports around 2,000 people, working from 400 locations across England and Wales and employing approximately 3,500 staff.

The Challenge

United Response operates from its Head Office in Croydon alongside 60 registered care homes and a network of satellite offices that serve as regional hubs. Hybrid working arrangements mean that staff use these hubs flexibly, moving between sites as required.

Although print volumes had fallen since the pandemic, the organisation remained heavily dependent on printed materials — particularly individual care plans, training resources, and tailored documentation that must meet regulatory standards. Each office had its own specific requirements depending on the area it serves, and it was essential that appropriate technology was in place to handle demand reliably.

When the existing print contract came up for renewal, reliability issues with the incumbent fleet prompted United Response to explore alternatives.

The Solution

Toshiba conducted a thorough assessment of United Response’s requirements, visiting every site and connecting with local service managers to understand which devices would be the best fit for each location. The approach was deliberately bottom-up, ensuring that the people who rely on print every day had input into the specification.

The solution transitioned the estate to Toshiba MFPs and printers, with cloud-based print management software replacing the need for print servers. This enabled the Head Office team to secure, control, and monitor printing centrally while giving local offices the functionality and reliability they needed. Toner replenishment was included as part of a fully managed service, removing the need for individual offices to handle reordering.

The Results

The new Toshiba fleet delivered an annual saving of £29,000 — representing a reduction of more than half against the previous contract. The devices are fast, easy to use, and have proven reliable across the diverse range of environments in which United Response operates.

Cloud-based print management gave the Head Office team centralised visibility and control for the first time, while eliminating the cost and complexity of maintaining on-premise print servers. Staff no longer need to worry about toner logistics, since replenishment is handled automatically as part of the managed service.

Paul Dixon, Purchasing Manager at United Response, highlighted the proactive approach taken throughout the project. He described the engagement as focused and concise, with a clear commitment to delivering value for money. With the initial sites successfully transitioned, the organisation is now looking forward to rolling out the Toshiba solution across the remainder of its estate.