Gravesham Borough Council is moving all of its repairs reporting and appointment management online with Active Housing as part of its complete digital transformation of tenant services by 2023.
The council has chosen the full suite of Active Housing’s Active Diagnostics products. These include the core Active Diagnostics product, allowing tenants to diagnose, log and schedule a repair appointment in under 99 seconds, according to Active Housing. This will be supported by the Track and Amend module for appointment management and feedback, and the SMS module for automated reminders and appointment alterations.
The Active Diagnostics tools are now integrated with the council’s website, allowing tenants to launch the repairs reporting tool by completing a few simple details without the need for a dedicated portal login.
The first phase of the project was the launch of the core Active Diagnostics product combined with the Track and Amend module so that Gravesham’s tenants can diagnose their own repairs then book, amend or reschedule appointments as well as leave feedback on completed repairs. The second phase comprises the integration of Active Housing’s SMS module.
In order to provide tenants with full end-to-end transactional services, Active Housing’s software was integrated with the council’s existing Oneserve field management software.
Following its successful implementation (much of which was during the first UK lockdown), Gravesham’s staff and administrators are now using Active Diagnostics’ content management system to create and edit diagnostics scripts for repairs, change the system’s business rules and reporting logic, and deliver comprehensive reports for business intelligence.
The council’s online repairs service was launched in July 2020; since then, over 500 appointments have been managed and 300 repairs completed without any direct promotion from the council itself.