As part of a £2.5 million investment in new technologies, Housing Solutions is introducing a real-time online repair reporting system from Civica and delivering more services on the doorstep by staff using iPads.
Richard Harvey, ICT manager, Housing Solutions, said, “Over the next five years we will build over 1,000 homes, while the homes that we already maintain are now spread over four counties. With this technology investment, we can focus on creating services that are delivered direct to our customers which will reduce the reliance on our head-office facilities and allow staff to spend more time where they are needed in the communities.”
In partnership with Civica, Housing Solutions has created a real-time online repair reporting system. By logging into their account, tenants now have real-time access around the clock to the maintenance and repairs teams’ diaries so that they can make an appointment for a date and time that suits them. The new Civica system also allows them to cancel or amend booked appointments, view completed jobs and book appointments for gas safety inspections.
Debbie White, customer care manager, Housing Solutions, said, “Repair-related calls represent 50 per cent of the calls that come into our contact centre. By reducing those 3,000 calls a month and guiding more tenants online, we have cut waiting times for customers on the phones and reduced the demands on our staff.”
Housing Solutions is also giving its support workers iPads so that they can work remotely while having immediate access to all relevant details about their tenants and properties.
Jessica Wray, community housing officer, Housing Solutions, said, “The iPads are brilliant. I can now give residents on my patch answers straight away. They no longer have to wait for an answer and I have more time to spend with them, supporting them in their home rather than going to and from the offices to access information.”