The winter season in social housing typically shifts the focus for housing providers from routine maintenance activities to emergency responses and high-priority moisture management. In these circumstances, self-service apps for residents can provide an easy-to-access, direct communication channel between residents and housing providers to save time, optimise resources and reduce anxiety.
Winter repairs – Three key challenges
1. Heating breakdowns
Boiler breakdowns tend to surge in winter owing to increased usage, many of which are hard to prevent and, in some cases, unavoidable. Monday mornings are cited as a peak time for reports as heating problems from the weekend pile up, leaving a backlog of calls for housing teams.
2. Damp and mould
Cold walls meet warm indoor air, creating condensation. In winter, clothes are usually dried inside and windows kept closed to retain heat. This accelerates the growth of black mould on windowsills, corners and behind furniture. Post-Awaab’s Law, housing providers are now under much stricter legal pressure to treat damp as a health hazard and prioritise the resolution of the problem in a timely manner.
3. Leaks and draughts
Frozen pipes that burst cause flooding, roofs can leak because of heavy rain or snow, and draughty windows become much more noticeable and uncomfortable. In 2023 insurers Zurich reported that burst-pipe claims increased by 75 per cent, in large part due to households not switching on their heating on to save on costs, while the cost of fixing the damage caused by a burst pipe averages almost £13,000.
From anxious to informed
While the problems mentioned above are inevitable at this time of year, the way in which a housing provider addresses them and communicates their progress to residents can make a significant difference. Furthermore, Awaab’s Law marks a shift where housing providers are not just accountable for hazards such as damp and mould but are also held to account for the time taken to resolve them.
For example, in cases of significant damp and mould, a housing provider has ten days to investigate the claim and five days after that to ensure the property is made safe. Non-compliance to these timeframes can lead to expensive claims for compensation and, more importantly, threaten residents’ well-being.
Clear communication between residents and housing providers is vital to ensuring speedier resolutions. During the winter, particularly when traditional phone lines become overwhelmed and repair backlogs grow, self-service provides an easy access method for residents to communicate with their housing provider.
Sectors ranging from banking to food delivery have already set the standard, empowering users to manage tasks simply and effectively from home. While the housing sector has historically lagged behind due to legacy barriers, it can no longer afford to be the exception.
Today’s residents expect an aspect of digital autonomy throughout their services. A self-service solution in the winter can support residents to stay informed and reduce the anxiety that comes with reporting repairs and other problems within their tenancy such as arrears payments.
A self-service app provides a platform to directly communicate with and be updated by the housing provider when resources are stretched and problems happen outside standard working hours. It also enable more details to be gathered (via tailored questions and photos) to help housing providers triage their cases faster and more accurately.
Better communications & prioritised caseloads
Implementing 24/7 self-service is no longer just a technological upgrade, it is a critical component of modern resident care. By adopting these tools, housing providers can reduce uncertainty by keeping residents updated, better understand the risks due to more information being provided and prioritise problems accordingly.
- For residents, self-service restores dignity and control. They have a direct, transparent line of communication that reassures them their case is being handled, even out of hours.
- For housing providers, the benefits range from efficiency to compliance, enhancing the experience for residents and helping to manage the backlog of winter repairs when resources are limited.
Ultimately, 24/7 self-service transforms the relationship from one of friction to one of partnership, ensuring that even in the coldest months, satisfaction and safety remain high.
Visit housing-insight.co.uk to learn more about how Housing Insight’s PanConnect powers self-service for housing providers.
Nas Hayat is the CEO of Housing Insight.
