Orbit is piloting an online repairs service for its 13,000 tenants. The new service supports Orbit’s ambition to have 75 per cent of its tenant contacts online by 2020. By accessing the tool through their online account, tenants can diagnose repairs, book appointments in real-time, track progress and cancel repairs.
The service is built on the MIS AMS ActiveH housing management system and is integrated with Orbit’s existing online portal and mobile CRM tools.
The starting point is to determine who owns responsibility for the repair; this is done using a set of bespoke questions to identify the room, attribute and fault. The questions match those used by Orbit’s customer service centre to ensure consistency.
Once the repair’s responsibilities and diagnostics have been clarified, a repairs appointment is requested, with the tenant given three options which best suit their location and required trades. Once selected, the appointment is automatically transferred to the relevant contractor’s systems and the job transmitted to the operative’s mobile device.
The ActiveH system is also integrated with Orbit’s back-office systems, enabling Orbit to monitor tenant behaviour, contractor performance and manage risk in a transparent and responsive manner.